The Customer Experience
Insight into the modern business world shaped by diverse and evolving customer experience strategies.
Case in Point – The Customer Experience
Are you thinking beyond your customer requirements to the total experience?
Satisfy Customers First, and Cost Cuts Will Follow
Think carefully about your real objective. Are you truly interested in cost cuts? For my part, I have yet to hear of a company vision, mission, or strategy that’s related to cutting costs.
Raising the Bar With Customer Service
Aligning sales, operations, and finance elevates customer service, ensuring a seamless and superior customer experience.
Disney’s Main Street Electrical Parade and Compelling Timeless Experiences
Create compelling, timeless customer experiences to boost engagement and loyalty. Lessons from Disney's Main Street Electrical Parade.
Are You Investing in Service?
Invest in customer service like you do in people and systems to stand out and maintain a competitive edge in today's market.
Are You Ready for a Surprise Inspection of Your Service?
A commitment to stellar customer service is an ongoing process in which resources need to be dedicated to continuous improvement and exceeding customer expectations. In almost every client, trade association and trusted advisor meeting I attend, service emerges as a hot topic. In today's Amazon-impacted world, our expectations are [...]
Case Study In Increasing On Time Delivery Performance
Do you have a bottleneck that is impacting service to your customers? Finding the source and fixing that bottleneck will accelerate improvement and customer service. Situation: Our client struggled with low customer service levels since they cut back with inventory on the 'wrong' items during a time of tight [...]
Obsession with Your Customer
Become a little more obsessed with what your customers want even before they know what they want to keep them your customers for a very long time. One of our clients has a healthy obsession for the customer! It might drive some of his employees a little mad but [...]
Shangri-La: the Best Hotel Service Bar None
November 10, 2016 I am in Japan this week meeting with my global board of advisors group to discuss 2017 strategy and business trends. Since I have never been to Japan, I decided to take a few days in advance to see the sights. Following the advice of the [...]