First, Do No Harm I learn the most interesting things while writing this blog.  For example, I believed that the phrase "First do no harm" was a part of the Hippocratic oath, the oath historically taken by physicians . Strictly speaking, the phrase does not appear in...

Building strong relationships is both an important component of customer experience and a positive result for your business.  But what happens if you backtrack on the relationship?  It's not good. Meet Jane Jane Allgood was a hard-working and successful young woman.  She had attained her degree from...

Disney has a saying, "everything speaks." While that's literally true of the human beings who interact with your customers, it also means that every element of your organization communicates something about you. What does your organization say? Everything Speaks Consider these short snippets of experience: I call...

When your company has an opportunity to either build or destroy a relationship with a customer, that's a moment of truth.  Moments of truth are everything; everything that your company does is in preparation of those moments.  If you get it right, you've kept a...

Industrial psychologist Frederick Herzberg proposed that we're both motivated and demotivated by different things that he called hygiene factors and motivation factors.  How does that apply to customer experience? What motivates customers? Customer experience is a weird and sometimes slippery thing. How do you know what will...

Delivering a great customer experience is all about meeting the needs and wants of your customer.  But how do you know what your customers need and want? Every customer has needs and wants Every human being on Earth (and even the handful in space) has needs and...

Customers will often choose to spend their money on the cheaper of two or more products or services, so it makes sense to lower prices in order to attract them away from competitors. However, lowering a price isn't the only means used to establish customers'...

I just returned from Disney's first ever Customer Experience Summit, presented by the Disney Institute at Walt Disney World in Orlando.  It was amazing, and demonstrated Disney's complete mastery of the craft of customer experience in both the material they presented and the way in...

Theme parks are aimed squarely at families, but when the rides can't accommodate the different size and shape of each family member everybody loses out. A day at the park So yesterday my daughter and I were at Hersheypark, my favorite non-Disney theme park.  We were in...