Customer Service vs. Customer Experience: Why the Difference Matters
Most organizations treat customer service vs customer experience as interchangeable concepts. They’re not, and conflating them is one of the most...
How to Turn Customers Into Brand Evangelists
Do you now your Net Promoter Score? Even more importantly: Do you know how those customers become promoters, and what your team is doing to create...
Pouring Happiness: The Lily Olson Story
It was Christmas Eve morning, and I wasn't in a good place.
B2B Customer Experience: From Transactional to Transformational
I spend a lot of time in rooms with senior sales leaders and revenue executives. And over the past several years, I’ve watched the conversation...
The Problem Is the Opportunity
I’ve been going to the same dry cleaner for over a decade. Loyal customer. Never had an issue. Last month, I picked up my clothes, drove home, and...
Customer Experience Digital Transformation: A Human-Centered Approach
Walk into most boardrooms and ask about customer experience digital transformation, and you’ll hear about platforms, integrations, and roadmaps.
Customer Centric Selling: A Human-Centered Path to Performance
Customer centric selling has become a strategic priority for many executive teams, taking center stage in annual plans and sales kickoffs.
The Biggest Blind Spot in B2B Sales: The Customer Decision Making Process
Too often, we try to move buyers through our pipeline — on our timeline, with our messaging — without considering where they are in their decision...
How the Savannah Bananas Baseball Team Put Fans First
Why are people already in line? The game doesn’t start for a few hours.
Take Ownership of the Customer Experience
I recently visited the website of a prominent sports apparel business to order some expensive Adidas for my 16 year old. I’m a busy, working mom and...
How to Grow Your Business Vegas Style
Five minutes after I checked in there was a knock on the door. I didn’t order room service.
Winning in the Experience Economy
It started with Larry Mullen Jr. banging out the opening stomp of “Sunday Bloody Sunday” as the rest of the band, Bono, The Edge, and Adam Clayton...
How Flywheel Takes Spinning to the Next Level
I had never taken a spin class. So I was a little confused why our game plan was to get up at sunrise on Sunday morning and drive a half hour to a...
A B2B Product Launch the Motorola Way
Last week, I helped Motorola Solutions launch the Symbol TC70, its new B2B handheld computer. A product launch is a different kind of live event for...
Defining Your Brand DNA
In today’s crowded marketplace, any business that’s going to be successful has to tell a story that is authentic, differentiated and compelling. You...