What Can a Chocolate Maple Bacon Donut Teach You About Customer Experience?
Have you ever wanted to create your own donut? Well, donuts are one of my kids favorite treats…
Is Your Customer The Hero?
“We are all the hero of our own story” – a common expression often attributed to Mary McCarthy.
One of the biggest mistakes companies make when it comes to creating an unforgettable customer experience is that they really don’t understand their customers wants and needs. One of the most fundamental human needs…
What Business Are You In?
I’m curious how you answer this question about your business. I’ve been thinking about this very question for the past 20 years…and I’ve been in several markets. I’ve had various different Corporations and Limited Liability Companies. I’ve sold various products and services – from Audio Visual Solutions to Marketing Services, from Medical Diagnostic Services to Spirits and for EVERY SINGLE BUSINESS, my answer has been the same.
The Frictionless Experience
If you watched the Super Bowl, you probably already know what Amazon Go is. If you didn’t catch the commercial, take 90 seconds to check it out. The commercial wasn’t filmed on a set…
The #1 Mistake Businesses Make When They Try To Gamify Their Customer Experience
Today I want to talk to you about the idea of gamification. Gamification is the process of adding game like features to your customer experience in order to improve the quality of the customer experience…
A Customer Experience That’s Lasted 150 Years!
When I was first getting started in the business world, I asked one of my mentors what I should do to ensure that I was successful.
He gave me two pieces of advice…
A Customer Experience That LITERALLY Crawls Off The Screen
One thing you might not know about me, is that I love scary movies! One of my favorites is “The Ring,” and it just so happens that Paramount pictures put together this amazing promotion…
The Power of One Voice…
It used to be that if someone didn’t get great service, they could gripe to their friends about it. But these days, they can tell thousands, if not millions, of people about it… almost instantly… and all from the comfort of their living room…
Devastating loss – he took his eye off the ball…
Picture this…It’s the first game of the Subway Series of 2009 at Yankee Stadium between cross-town rivals, New York Yankees and New York Mets. It was a bitterly fought see-saw game in which the lead had changed hands six times…
What I Learned Selling $125M in Products & Services
Happy New Year! I wanted to get in early, while you’re thinking about your year and deciding on your priorities…Because you really want to use this time to get your mind turning on something that’s set to make a huge difference in your…
So Bad it’s Funny…
Well, we’ve just been through the “peak moment” of holiday season craziness. And I’ve been hearing some doozies when it comes to bad customer service nightmares my friends and colleagues have experienced over recent weeks.
I Didn’t Expect THAT!
Are you doing any last minute shopping for the Holidays? It’s at this time of year that customer service standards come under the most pressure. More people. More lines at the checkout. More requests for assistance. It can all equal…
The Power of Accountability
Accountability is a key element in the recipe for success. Learn what I do to help me hold myself accountable.
Customer Experience: The Way Businesses Will Win in the Future
For nearly 20 years, I’ve been teaching entrepreneurs, large corporations, retailers and hospitality execs about this thing called Customer Experience.
It never ceases to amaze me how many times I meet someone who tells me…
A Remarkable Experience at 30,000 Feet
I don’t know about you, but I fly pretty often. In fact, for a while, I was on an airplane at least once a week heading to a meeting, a conference, a workshop or to deliver a keynote. So, by virtually any measure, you could call me a frequent flier. On top of that, I actually have my private pilot’s license. I got that many years ago, and while I don’t fly as often as I like, I am pretty well-versed on flying, weather patterns, etc.
