Thinking Ahead.

If you aren't accountable to your customer...

Trembling: Being Accountable to the Customer

There’s accountability and there’s ACCOUNTABILITY. Try this one on for size… Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team…

Leaving a Leadership Legacy {Infographic}

Leaving a Leadership Legacy

not Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership.…

Who are Millennials? {Infographic}

The SDI's of Millennials

In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the…

How to WOW Customers Without Spending an Extra Dime {Infographic}

Memorable WOW Experience Held Together by Coffee Stir Sticks

st It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a…

Renewed Year Customer Experience Focus

A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER .” My problem with those types of statements is that I believe every year should be the year…

Things to Consider About Customer Experience Going Into 2016 {Infographic}

Awaken the Force: Six Powerful Commitments for 2016

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since…

Awaken the Force: Six Powerful Commitments for 2016 {Infographic}

So You Want to Deliver Outstanding Customer Experiences... | Driven to Delight

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So if you want to drive an elevated customer…

So You Want to Deliver Outstanding Customer Experiences...{Infographic} | Driven to Delight

Understanding the Customer Journey

I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them. Today maps have…

Understanding the Customer Journey {Infographic} | Driven to Delight

Keys to Customer Experience Excellence | Driven to Delight

Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from…

Keys to Customer Experience Excellence | Driven to Delight

Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from…

Keys to Customer Experience Excellence {Infographic} | Driven to Delight

Keys to Customer Experience Excellence {Infographic} | Driven to Delight