Exceptional customer experience isn't a task, it's an outcome, and only by looking at an entire organization holistically can we the chain of excellence that leads to exceptional experiences and the wonderful business results that follow. The Chain of Excellence Before I begin, a disclaimer:  I draw...

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...

We talk a lot about customer experience, but do you know who your customer is? Just who is the customer in customer experience? The Angry CEO In the executive suite, the CEO was upset. "We're falling behind on our product release schedule," she ranted to the COO.  "Our customers...

I never thought I'd be obsessed with the new Pokémon Go game. I have always been neutral about the Pokémon franchise, including their games, even though I'm a gamer. It could be that I didn't grow up with it, so it wouldn't be nostalgia that...

When someone goes to a business for a service or product, she expects to have the business deliver as advertised. She wants to get what she paid for, and have an experience that doesn't leave her feeling frustration, or worse, feeling as though she's wasted...