Customer experience is the new black. If you haven’t already heard, experience is HOT. Every savvy marketer, designer, branding strategist, corporate leader, social media blogger and keynote speaker is now a customer experience expert. I say this not with total sarcasm (only a touch) but with some excitement around the way people are finally, painfully, starting […]
Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my phone, asked me if I was one of those who “did Facebook.” I confirmed I […]
Have you ever experienced that moment when you THOUGHT you were doing something right, only to realize you could do it so, so much better? That’s the moment I kept having while I was reading The Invisible Sale by Tom Martin. I knew from the beginning I’d like the premise of this book – the […]
We’ve talked about how important it is to create a powerful employee culture to deliver a superior customer experience. So how does money as a motivator work? It doesn’t. At least not the way you think. I’m really excited today to review Stan Phelps’s new book, What’s Your Green Goldfish: Beyond Dollars: 15 Ways To […]
Ever think about how the individual motivations of people and departments impact the holisitic experience for your customers and the results of your organization?