CXFormula Customer Experience Formula

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 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.

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.

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