Thinking Ahead.

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…

Technology: A Blessing & A Curse to Customer Experience Delivery {Infographic}

Which Should Come First? The Employee or the Customer?

Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the…

Which Should Come First? The Employee or the Customer? {Infographic}

Customers Aren’t Always Right: Courageous Leaders Need to Be

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to…

Customers Aren't Always Right: Courageous Leaders Need to Be {Infographic}

Beating the Giant: It's as Simple as Artisanship

I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher…

Beating the Giant: It's as Simple as Artisanship {Infographic}

Make the Experience Faster and More Personal

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by…

Make the Experience Faster & More Personal {Infographic}

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning…

Pokémon Go: How to Launch Experiences that Maximize Technology & Social Interaction {Infographic}

Show Me the Money: The Why of Customer Experience Excellence

It sounds like a good idea. Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? Intuition , unfortunately, doesn’t necessarily pay the bills! So should you invest money in programs designed to improve…