Thinking Ahead.

Not Top Of Mind But Top Of Heart - When Branding Gets Real {Infographic}

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving…

The Kindness Gap: Differentiation by Practicing Civility in Uncivil Times {Infographic}

The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times

In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during…

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and…

Will It Fly? How To Leverage Quantitative and Qualitative Customer Listening {Infographic}

Stepping To The Curb - Go Faster...Make It Easier {Infographic}

Stepping To The Curb - Go Faster...Make It Easier

It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make…

We Are All In The Perception Business!

Recently, I’ve been suggesting that “perceptions” are a key economic driver. In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation…

We Are All In The Perception Business {Infographic}

The Art of Resolving Human Need

Our friends at Hippo Roller have asked me to mention a campaign to raise funds to purchase 200 Hippo Rollers for Haiti. In case you missed my original blog about the Hippo Roller…you can find it below. By the way, thanks in advance for considering…

Make a Mouse: The Power of a Culture of Customer Experience Excellence

I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for…

Make a Mouse: The Power of a Culture of Customer Experience Excellence {Infographic}

You Want Engaged Employees? Ignite Mastery

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose Autonomy, and Mastery th th th In essence, ample research shows that people will give maximal effort when they…

You Want Engaged Employees? Ignite Mastery {Infographic}

Grateful Business – Human Experience Creation At Its Best

In 1998 (in my book Humor, Play, and Laughter ), I began talking and writing about the importance of “gratitude” for business and personal life. In fact, gratitude has long been one of 5 core values for my business (right alongside –…

Grateful Business - Human Experience Creation At Its Best {Infographic}

Send in the Drones: Elevating Service in A Technology-Driven World

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or…

Send in the Drones: Elevating Service in A Technology-Driven World {Infographic}

Technology: A Blessing & A Curse to Customer Experience Delivery

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities . The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… “It…