Wow! Factor

This is one of the fastest ways to create a micro-wow moment. Most companies fail at it every day. And I haven't seen it discussed on...

This week, I’ve been sitting in on Quarterly Business Reviews with our clients, and the customer impact results have been nothing short...

What is being recorded? The launch of a WOW! Playbook for one of our luxury clients. This is the culmination of an 18-month project that...

There are a lot of 5-star luxury hospitality brands, and I have led guest and employee experience projects for many of them. There is a...

If you want to command a premium price for a commodity good, you MUST have a differentiated experience wrapped around that product...

Day 1 of the California Self Storage Association Conference in Napa was a wonderful example of what it means to create an environment of...

We just completed our 50th Service and WOW Experience Audit, and over the next few posts, I will be highlighting some of the prominent...

Today, I am sharing my second of eight trends in Experience for 2024, and we are focusing on the new customer expectations around Wow...