Experiential standards everyone must follow. Have nonnegotiable experiential standards for each stage of the organization’s Customer experience cycle. These experiential standards allow employees to provide a consistent engaging experience that is unlike the majority of competitors. Employees must consistently execute each of these standards.
A central part of Starbucks’ turnaround strategy—led by CEO Brian Niccol—is a renewed emphasis on human connection between employees and customers, shifting away from a tech-heavy approach. More than five years after introducing mobile-order-only pickup stores, the company is phasing out the concept, citing a lack of the inviting atmosphere it aims to cultivate. Starbucks… Read Full Article
First Federal Community Bank, based in Dover, OH, is focused on delivering a world-class client experience and a great employee experience to its team members. First Federal has conducted the World Class Leadership workshops and World Class Internal Culture workshops to establish leadership and internal communication standards. They have taken that focus a step further… 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
Turning a Drawback into an Experience Sandals Montego Bay is situated directly adjacent to Sangster International Airport, which is in the primary departure flight path. As a result, guests can expect to hear and see planes taking off throughout the day. This is not ideal for guests who are mostly there to relax, whether at… 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
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
Stop Blaming the Younger Workforce The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn’t want to work hard. I cannot disagree more. I also believe this is a crutch many leaders use to avoid building a better employee… Read Full Article
Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience. A signature experience is a distinct experience your customers and employees… Read Full Article
Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of… Read Full Article
