Here is The Truth Behind Chick-fil-A’s Remarkable Customer Experience

October 24, 2018 | By:

How often do you have pricing conversations? My guess is too often. Instead of talking about the dollars and cents of the service or product that you are selling, I want to shift your focus to the experience and value that you are providing to your customer or client. The goal is to stop focusing… Read Full Article


The Greatest Hotdog Vendor Ever | Get Your Masters In Customer Experience

October 17, 2018 | By:

The Greatest Hotdog Vendor Ever To get the greatest hotdog ever, you need to find the greatest hotdog vendor. The best hotdog vendor I have ever seen can be found at Progressive Field, the Cleveland Indians baseball stadium. Sean is not just an ordinary hotdog vendor. He provides a memorable unique moment with every customer…. Read Full Article


You Need To Fire One Third Of Your Employees

October 10, 2018 | By:

Is Your Key Performance Indicator The Right One? Every company needs to have ONE customer experience key performance indicator (CX-KPI) measuring which customer facing employees, teams, and locations are delivering a world-class experience and which are not. While meeting with the CEO’s of our clients during preliminary discovery, many feel confident they know what their… Read Full Article


Feedback: How To Give It, How To Get It, And What To Do With It

October 09, 2018 | By:

One word can do so much – it can crush spirits, or it can help fuel growth and success. The impact of feedback is determined by both delivery and acceptance.  Important feedback delivered poorly can demotivate. Conversely, feedback involving a hard message delivered well can motivate. To truly focus on improving feedback, we need to… Read Full Article


Jeff Bezos Shares The Secret To Amazon’s Success

October 03, 2018 | By:

The Most Customer-Centric Company In The World Amazon has really had only one stated goal since it began: to be the most customer-centric company in the world. That was Jeff Bezos’ goal when he started Amazon. Actually it wasn’t his goal—it was his obsession. Early in his career he told a reporter, “The reason I’m… Read Full Article