Customer Experience

What do a luxury airline, a family-run auto group, and a regional healthcare practice have in common? 💥 They refuse to settle for “good...

One of my favorite moments on stage is when I deliver a series of stories that highlight the difference between service, hospitality, and...

Here’s the thing: most companies think about being “customer centric” as the goal. They obsess over their customer and try to build...

As part of the evaluation program, I was required to intern at a grain silo where I learned how to grade and buy corn and soybeans...

Cultural Irrelevance. It’s an expensive mistake, and it isn’t making the C-suite priority list often enough. Yet, it should be on every...

I’ve evaluated countless companies on their ability to stand out and innovate. Trust me, I’m a tough critic, but nothing stands out more...

It’s time to flip the script. This isn’t about your customer’s dedication to you. This is about your dedication to them. 👉 Knowing...

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

Most customer facing (or patient facing, guest facing, client facing) employees are horrible storytellers. I see it every single day in...

This morning, I was a featured speaker for a CEO round table on the future of global luxury, and the conversation soon turned to what...

I woke up this morning to learn that I have the #2 trending article on Entreprenuer.com, so THANK YOU for all the awesome DMs and...

In my experience, less than 5% of executive teams exhibit the behaviors that I highlight in this article I authored for Entrepreneur....

It ’s even better when it comes directly from your clients. Without our knowing, a group of our clients in the UK nominated us for a...

I design them professionally, I seek them personally, and I believe in their transformative power in business and in life. The best...

I had a first a few weeks ago after delivering a keynote to Sonic Automotive. They surprised me with a “Thank You” that really blew me...

Using age, spend, and demographic data to segment customers is very primitive. Yet, it’s still common place in lots of industries. If you...

I see a lot of people discuss “Customer Experience” like it’s a bolt-on to what they already do. It’s the thing you do after you sort out...

I've always believed in the power of "outlier" thinking. Challenging conventional thinking and embracing ideas born from diverse,...

Our firm was honored to design and implement the Customer Experience program for the largest ROLEX boutique in Europe and, last week,...

This article contains my commentary from a recent Ultra-Luxury mystery shop retail experience in the US. This boutique was one of the...