I was talking with my daughter about a friend of hers who had applied to work at the reception desk of a local health club. Her friend anxiously rehearsed the organization’s mission statement in order to recall it during her job interview. She got the job and later shared that,
On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior. Enforcement: the act of compelling observance of or compliance with a law, rule, or obligation Enrollment: the act of enrolling or signing up Godin posits that if those in
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received a text from FedEx informing me that my delivery was scheduled for the following day, Nov. 29th. The text stated that ID and signature would
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the Henn na, or “Strange,” Hotel, in western Japan. As it turns out, over half the hotel’s 243 robots have been culled due to guest complaints
Analysis of the newly released Wall Street Journal Management Top 250 (the Drucker Institute’s second annual ranking of best-managed companies) suggests that the possible secret sauce of seven companies that do everything well is… (drumroll) a customer-centric focus. Those seven companies: Apple Inc., Intel Corp., Accenture PLC, Proctor & Gamble
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals and improve performance. STRIVR is used by some of the world’s most respected organizations, from professional sports teams to Fortune 100 companies. The STRIVR platform
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward
The following is a guest post by Chip R. Bell, a renowned keynote speaker and the author of several best-selling books. His newest book is the just-released Sprinkles: Creating Awesome Experiences Through Innovative Service. I recently had keynoted a conference for a large bus manufacturing company. It got me thinking
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