Customer Experience

“Customers will tell us what they want. If we just ask them.” I hear this a lot. While data on customer preferences and insight is...

What sobering statistics: Only 7% of American consumers believe their service interactions improved in the last year. 55% feel they have...

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

Consumers are judging your brand based on their experiences with ALL brands. Not just your industry. Not just your “competitors”. They...

Experiences are my fuel. But experiences are also the fuel for customers, employees, leaders, and companies. Once you start to think...

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

Transforming an organization that services luxury consumers, yet does so through contract labor, and a mobile place of business, presents...

How would your organization rank? We just completed our 54th audit, this time for a luxury automotive company seeking deep insight into...

Do you know what it is? The ability to anticipate needs and demonstrate it in EVERY interaction for EVERY customer. And the higher the...

73% of customer service agents are women! And 100% of customer service agents are a critical component of exceptional customer...

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

There is a HUGE difference between delivering great service and creating experiences. I see companies all the time that are delivering...

Anyone with an interest in finance will be familiar with the classic formula of a P/E ratio to measure a company’s relative value. In our...

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

Over the next three days, I’m sharing three of my top eight trends in Experience for 2024. Today, we are starting with “The Five-Star...

I structure my personal life around the memories that I want to make and the experiences that I want to have. When I make decisions, I...

“We thought we were delivering luxury experiences, and 45 minutes later, we are tearing up our playbook and starting over.” I just...

In the technology sector, the opportunity to transition from great service to exceptional customer experiences is enormous. Why is this?...

I was sitting here reflecting on a question that I was asked this week. What was the most memorable customer experience I have had with...

When a room full of powerhouse talent comes together with a passionate purpose, expect great things to happen! The last two days of high...