I have a new title for all you executives out there – Chief EXPERIENCE Officer. What do you think? I actually have used this title a number of times and have received quite interesting and positive feedback from all sorts of people. Why? Here are some of the excerpts from their comments. “The customer experience…
The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video interview) with Colleen Barrett, CEO of Southwest Airlines. The article, “Southwest Airlines’ Colleen Barrett Flies High on Fuel Hedging and ‘Servant Leadership“, described what makes Southwest a “one of a kind” organization and the only domestic airline that can boast posting…
I just read a very interesting article in the Deloitte Review (Deloitte Review is a semi-annual publication of selected articles they believe are important to their clients and potential clients) that gives a great deal of support to what we have been saying for years – building TRUST and LOYALTY with your customers is key…
For the past number of years we have been talking about how everything needs to start with the Customer in mind and that if they aren’t considered in everything you do, you are missing the point. After all, our favorite phrase is, “How can you ignore the primary group that ‘writes you checks’ when trying…
I just read an article and felt compelled to share some thoughts about it since it was using some new “language” to describe some well known problems with management. The article was titled, “Culture Shift: The Causes and Cures of Collective Amnesia” and was written by Paul Levesque. It was posted on the Manage Smarter…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…
I am really bothered these days by the word PROMISES – not by the definition or the word but by how it is being used or misused in business today. Let me explain. How many of you, like me, have been promised something from another business (products or services) and then just have this promise…
Welcome to a new blog about Promise-Driven Organizations. Let’s face it – ALL of us as we journey through life, want to know what to expect from others. We want to know if we can rely on others to do what they say they will do. This is true in family situations, friendships, business, and…