Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Thursday Oct 31, 2019
Inspiring Growth: Not Demanding It!
Thursday Oct 31, 2019
Thursday Oct 31, 2019
I am convinced that most people want to make the lives of those they serve better. When they fall short, those individuals often need help to develop a specific skill or the confidence to believe they will find better options if they persist. Customer experience excellence is a core competency, not an instantly attainable destination. Great leaders help develop that competency in their team members by navigating the nuances and complexities of human experience delivery.
Thursday Oct 24, 2019
Customer Experience Excellence Requires Shared Communication Platforms
Thursday Oct 24, 2019
Thursday Oct 24, 2019
Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One Alliance and I'm honored to be a founding member of that alliance along with others like Keith Grossman, President of TIME, and Nick Sinai, former US Deputy CTO and Adjunct Faculty Member at the Harvard Kennedy School.
The alliance’s charter is “to explore how organizations can bridge the gap between people and technology to drive greater organizational effectiveness and achievement.” In keeping with that objective, Smartsheet recently asked Engine Research to look at the relationship between communication flow, organizational effectiveness, and customer impact. Here are a few findings from that study...
Thursday Oct 17, 2019
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way
Thursday Oct 17, 2019
Thursday Oct 17, 2019
If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released!
Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior books took closer to three years from inception to publication! I share all of this to illustrate two points that relate to social trends, collaboration, and project completion.
Thursday Oct 10, 2019
The Never-ending Journey to Customer Experience Excellence
Thursday Oct 10, 2019
Thursday Oct 10, 2019
There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.
Thursday Oct 03, 2019
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth
Thursday Oct 03, 2019
Thursday Oct 03, 2019
I am convinced that NO leader sets out to create a siloed organization; however, organizational silos are highly present, naturally occurring, and self-perpetuating.
I recently wrote an article for Forbes, which outlines key factors that collaborative teams should consider when they seek to innovate and drive customer value. Leveraging Airbnb as an example, I highlight convenience, personalization, and personal care as prime targets.
What efforts have you taken to breakdown silos in your organization? What's your approach to creating collaborative innovation directed toward customer convenience, personalization, and personal care?