Tag: Leaders

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, ...

One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it ...

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through ...

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the ...

This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way.” In this installment, ...

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience ...

One of the most popular questions in my conversations with decision makers has to be about setting up a successful ...

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with ...

What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the ...

The statistics are alarming: A record-setting 1 million job openings in the US5 million workers quit just in quarter 2 of this ...