The 2 Golden Rules To Customer Experience Success in 30 Days. Guaranteed
Posted on: June 22, 2011
After conducting over 120 transformation projects around the world touching over 300,000 employees and impacting 150 million customers, we know conclusively that there are no shortcuts. There are no 2 golden rules for immediate customer experience transformation in 30 days. Guaranteed.
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Lessons from a Japanese Customer Experience.
Posted on: August 04, 2010
I recently spent a week in Japan working with a client and had an eye opening experience. Although I had visited Japan on a number of prior occasions, I had never done so through the eyes of a customer experience professional. While in Asia, I had the opportunity to experience once again so much of what I enjoy about Asia and particularly Japan, particularly the culture and hospitality. The notion that it truly is a privilege to be of service is but one aspect of Japanese culture that never ceases to amaze me.
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Jump Start Your Innovation
Posted on: January 10, 2010
Many of our clients routinely seek opportunities and methods to make their organizations more innovative. They believe that being more innovative will allow them to successfully differentiate themselves from competitors and attract more customers willing to pay premium prices for their products and services. To demonstrate the concept of innovation, I am frequently asked to highlight case studies of organizations that have applied innovative solutions to various aspects of their businesses. Invariably, I follow the beaten path of customer experience luminaries such as Ritz Carlton, Starbucks, Apple, Virgin and Zappos. The reception, however, to such stories is often cool. Executives often claim that these stories (which they asked me to provide) are not relevant because “this is not exactly our industry and we can’t innovate like Apple or Virgin”. While somewhat agreeing with their claims, I emphasize that specific examples are not meant to be emulated but rather serve to illustrate that innovation is possible even in industries or companies where it is thought to be a pipe dream. These stories are meant solely to inspire people, awaken their creative skills, and demonstrate that innovation, even in the most unlikely of places, is possible.
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