Constant awareness and branding of how to be a hero. Create an awareness of the most common opportunities where employees can really deliver heroic service for the Customer that creates an above and beyond culture.
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
Costco’s strong reputation for customer service likely played a key role in its recent membership surge, adding approximately 5 million new members between 2023 and 2024. As of its fiscal Q2 2025 earnings call in March, total membership surpassed 78 million. Following this growth wave, Costco plans to open 29 new locations in 2025. One… Read Full Article
Overview KeyBank’s “Moments Matter” initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach. Challenge In a competitive banking landscape, KeyBank sought to differentiate itself… Read Full Article
On May 20, 2025, at the age of 76, George Wendt, the beloved actor who played Norm Peterson, passed away. Norm played a pivotal role in my career. The original title of my first book was Mastering the Norm Factor, referring to the popular 90’s sitcom “Cheers,” based on a bar in the Boston area,… Read Full Article
The Modern-Day White-Collar Sweatshop It’s 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasn’t changed for many organizations: the call center still feels like the “white-collar sweatshop” of our time. Picture a typical call center—maybe even your own. Rows of cubicles, standardized scripts, and laser focus… Read Full Article
Why Human Moments are More Critical than Ever / How QuikTrip Revolutionized the Convenience Story Industry / Why You May Not Be Investing in Customer Service The #1 Reason Why Companies do not invest in Customer Service One of my favorite books I read was The Slight Edge, written by Jeff Olson. It talks… Read Full Article
Creating Your Brand Standards World-class service companies have brand standards, or what I like to call a “Customer bill of rights,” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting… Read Full Article
Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / How to eliminate potential employees who don’t align with your values / Do the top CX Brands Outperform their competition? /Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market? Over the past two decades, my… Read Full Article
Outspoken Employees Outspoken employees can be considered negative, especially when employee feedback is given outside of an employee survey. Whenever I conduct a leadership workshop around our latest book The Employee Experience Revolution, one consistent question that comes up is how to handle negative employees. I have heard other “experts” answer this quickly by saying,… Read Full Article
Everyone you hire contributes to your culture in some way. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization. Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels… Read Full Article
