Thinking Ahead.

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…

Show Me the Money: The Why of Customer Experience Excellence {Infographic}

Three Lessons in Branding from Will Smith {Infographic}

Brand Independence Day: Staying in the Black from One of the Men in Black

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful…

Branded Customer Experiences {Infographic}

Personal Brand Vetting – THEY are Listening

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around . From there, I work with leaders to determine what they want to be…

Don't Invent - Innovate: The Art of Resolving Human Need {Infographic}

Don’t Invent – Innovate: The Art of Resolving Human Need

For me... Invention is the creation of something new and Innovation is creating a new solution that addresses a human need If I were so inclined, I could go into my garage cobble together some random materials and produce a “one of a kind” object. I…

Countering Terror with a Service Heart

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all.…