Wed, 07/17/2024 - 12:01
Years ago—actually nine years ago, in February 2015—I wrote about “The 7 Deadly Sins of Customer Experience.”
I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I…
Thu, 12/09/2021 - 12:00
A few weeks ago, I wrote about Seth Godin’s concept of Finding Your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: Their (customer) beliefs, their dreams, their desires. It…
Tue, 08/31/2021 - 17:08
Simon Sinek popularized the concept of finding your why, which he defines as the purpose, cause, or belief that drives you. He states that the concept is “grounded in the tenets of the biology of human decision making.” Once you find your why, you…
Tue, 03/30/2021 - 12:02
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” but the two are very different.…
Thu, 02/25/2021 - 12:02
In 2019, I wrote about a marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right.
In that post, I wrote: “So, when you see those headlines about customer control…
Mon, 01/18/2021 - 12:02
I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he developed a motivational speech for new employees called “…
Thu, 12/24/2020 - 12:02
Over the years, I’ve written a lot of posts about change and change management. In an article I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that it created, I noted that we…
Wed, 09/23/2020 - 12:02
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity…
Mon, 05/18/2020 - 12:02
There’s a little bit of irony in the title of this article. Why do we have to make sure the customer—and employee—experience is crisis-ready? Well, as John Kennedy said, “The time to repair the roof is when the sun is shining.”
Back in November…
Wed, 10/02/2019 - 12:02
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether employees believe in their companies’ core values. I shared this statistic from Gallup: Only 23 percent of U.S.…
