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Latest "Customer Experience" Posts

It seems like everyone is talking about the customer experience these days.  Employers are exhorting their team members to put a smile on your customers’ faces (internal and/or external) and create small, magical moments that turn into memories worthy of … Continue reading

Have you ever had an amazing customer experience where everything smacks of the brand promise?  At a restaurant, the maitre de, the server and the chef paid attention to every detail.  During your hotel stay, the towels and the amenities … Continue reading

This activity is innovative for helping the team to form a way of working with each other that is consistent with the way clients/patients/customers are treated by their organization.  Use this activity with 8 to 10 people. The exercise requires … Continue reading

Lots of business leaders like to say, “The customer is always right.”  Or, “We are a customer-centric company.”  But how does that manifest into a daily habit or ritual so that all employees unabashedly KNOW that your company is obsessed with … Continue reading

The Six Sigma tool SIPOC (supplier, input, process, output, customer) is a powerful business tool in the process improvement toolbox.  I have used it for over two decades to help organizations map their current processes – and to improve them.

A few weeks ago, I was boarding a US Airways flight and was warmly greeted by Jay, the flight attendant.  That’s no big deal, really, because most flight attendants are very nice to those of us who have status, board … Continue reading