This week I wad the pleasure of attending training at The Fun Dept., an organization that simply believes that work should be fun.  More importantly, they actively work with companies of all sizes to build fun right into the fabric of the organization. Fun in...

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...

Walmart, long known as the mega-retailer that most successfully wrings every nickel out of the cost of doing business, recently made headlines in a different way.  The New York Times ran an article titled “How Did Walmart Get Cleaner Stores and Higher Sales? It Paid...

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...

"The customer's about to leave anyway, so give them the hard sell and see if you can lure them back.  After all, what have you got to lose?"  Looking at non-customers as unimportant is a shortsighted approach that undermines your brand. Some companies think that...

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...