“All customers are the same.” Thus spoke the contractor doing some work on my house. Now that phrase probably sent waves of concern over customer experience professionals everywhere because they would say you need to create personas for every different type of customer and adjust your experience design to fit them, etc., etc. But I … Continue reading All Customers Are the Same
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Standards, Habits, and Success
Airbnb is working these days to establish more standards that their hosts are asked to maintain. The reason for this is that it is becoming clear to the company that its customers expect fresh linens and little amenities like soap and shampoo. They also want a bit more of a hotel experience where the staff … Continue reading Standards, Habits, and Success
Leadership in a Handshake
My son plays lacrosse. In fact, he’s played since he was about five years old. One tradition of lacrosse that runs from five-year-olds to the highest level college and professional players is the handshake between teams after the game has ended. No matter the winners, losers, or any animosity between teams, the two squads line … Continue reading Leadership in a Handshake
The “Why” Of a Meaningful Life
I just read the book What Customers Crave by Nicholas Webb and the last two paragraphs were, to me, so profound that I had to share. Every day we wake up and go to a job, and if it’s a job that has a meaningful mission, where we get to make other people happy, we … Continue reading The “Why” Of a Meaningful Life
Three Steps to a New Habit
What exactly are we trying to do when we send people to training? We are trying to create new habits and new ways of doing things that yield better results. The problem I always hear though is that once people get back from training, it doesn’t seem to make a difference. Buy why? Why aren’t … Continue reading Three Steps to a New Habit
Who Cares About Customers?
Who cares about customers? Many of you might find that question shocking, many of you might agree, and many might be resigned to it given the current business environment. Are customers important? Does it really matter if they are happy or not? Or does it only matter that they get what they came for in … Continue reading Who Cares About Customers?
Business Needs To Get Well
“Your service sucks!” I heard this the other day when a disgruntled customer got angry in a nearby store. How many times in the last few months, weeks, or even days have you wanted to scream that? I don’t think it is at all unusual. The push for bottom-line results and shareholder value has put … Continue reading Business Needs To Get Well
Customers. Are their brains with you or against you?
Throughout your life, five times every second, 300 times a minute, your brain, as well as everyone else’s brain, is continuously scanning the world around it to determine whether things are dangerous or safe. It happens in your subconscious mind all day and you don’t even realize it, and the determination makes a big difference, particularly in interactions … Continue reading Customers. Are their brains with you or against you?
Emotional Connection. It’s not that complicated.
Emotion has become the buzzword of the customer experience industry over the last couple of years. The talk is about how to get customers emotionally involved and connected to business. As with most of these big buzzword business topics, there is a lot of discussion and theorizing about trends and complicated formulas involving data and … Continue reading Emotional Connection. It’s not that complicated.
You can make times of struggle easier if you just care a little.
Flying can be a hassle and airlines seem uninterested in making it easier. They miss so many opportunities to differentiate themselves and provide a better experience that it would seem they have no interest in doing anything other than providing a commodity. Take this example. I was flying to the east coast from California, and, … Continue reading You can make times of struggle easier if you just care a little.
Neal Woodson 