What do Marshmallow Treats Have to do with Customer Experience?

Cooking up a Great Customer Experience I just spent a few minutes of quality time with my daughter making a family favorite: sticky, gooey, marshmallow treats. No secret

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CEO, Meet Your Customers

When was the last time you spoke to a customer? Sounds like a silly question, but really, what’s your answer? Has it been too long? Are you one

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The CEO’s Number One Rule for Customer Experience

When it comes to delivering an unbeatable customer experience, there is one rule that trumps all others. It has little to do with the operations and the front

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Newsflash: Customers Don’t Want to Be Delighted

It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my inbox this morning.

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Is Poor B2B Customer Experience Undermining Your Sales Success?

B2B customer experience is nothing like a consumer experience. Or is it? While the sales process may be vastly different for B2B, buyers are still people. They expect

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Passenger Experience: The World’s Busiest Airport

The mayor of Atlanta, Kasim Reed, took some heat recently for the unexpected firing of the general manager of the world’s busiest airport, Hartsfield-Jackson Atlanta International Airport. Why

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6 Ways Customer Experience is Like Yoga

I started doing yoga back in January as a New Year’s Resolution to become stronger and healthier. I’ve kept with it, developing a discipline of going to class

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Shine on: Keep Customers Engaged After the Sale

Back in January, when I (and half of America) decided it was time to get serious about my health, I thought it would be nice to have a

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Dollars to Donuts: It Takes More than Sweets to Win Customer Loyalty

I was heating up a sweet Krispy Kreme Original Glazed for dinner tonight (I know, bad idea, I usually each much better) and the phrase “dollars to donuts”

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Creating Brand Affinity when the Customer Experience is Over

There’s no doubt that delivering a compelling customer experience is critical to building an enduring brand, but what happens when the experience ends? Does your brand fade from

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