Blog - Customer Experience

Creating a Captivating Customer Experience Strategy

Do you have a customer experience strategy? The most incredible customer experience I’ve ever witnessed came from an unlikely source. So many of the people I speak in front of—from CEOs to retail…

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Why this Restaurant Google-Stalks their Customers and You Should Too

There is no excuse not to know your customer. Or at least, that’s the belief behind the extraordinary service at Eleven Madison Park, a Three Michelin Star restaurant located in the heart of…

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Get Your Professional Branding Ducks in a Row

The executive offices for Universal Studios are directly connected to the park. Every employee entering these offices must go through a screening much like at the airport: IDs are shown, phones comes out…

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The Question All Successful People Ask

There is a “magic” question that will change how you encounter the world and how the world receives you. It goes like this: “What can I do for you?” This question should not…

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Why Every Interview Should Include a Lunch Out

Sometimes, when I’m at the grocery store, I’m amazed to see how many people load their groceries onto the conveyor belt, pay for their food, take their bags, and never once look the…

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Your employees are stealing from you (and how to stop it)

Check out these two photos I took last week: Here are some fun facts you may not know about cell phone use: Americans check their phone 8 billion times a day Each individual on…

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How to Get People to Pay Attention

As a professional speaker, I spend a lot of time at conferences. I’ve literally been to thousands, and every time, I’m always curious to see how the organizers have set everything up to…

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This Is What Real Customer Service Looks Like

A couple of weeks ago I was speaking in Miami, and my clients put me up in the Trump National Doral Hotel. It’s a beautiful hotel, and the Trump brand is known for…

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Stop Thinking All About You

Organizations, especially large ones that’ve been around for a few years, over time begin to process things via whatever is easiest for the company. For example: it’s easier to have printable forms on…

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What Are You Selling?

If you’ve paid attention to McDonald’s marketing, you’ll notice that it’s all focused on love—emphasizing the lovin’ part of I’m Lovin’ It. By doing so, McDonald’s has tapped into something that other successful…

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Test Results From My Doctor’s Check Up

I was calling my doctor’s office the other day, trying to schedule an appointment. I only had a few minutes to make the call—I was headed into the office and I wanted to…

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How to Prepare for Positive Reviews

Referrals are how most things sell in the modern market. Traditional advertising and marketing only has a fraction of the impact that a one-to-one recommendation does, and, unfortunately, it’s the same for one-to-one…

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Why My Handyman is My Favorite Artist

A few years ago, my wife and I had our bathroom retiled. We hired someone to come in, design a tiling pattern, and to install it. The handyman showed up at our house,…

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Ruin My Day and I’ll Love You for It

When I think over the companies that I truly respect, the ones that have deeply impressed me with their customer service, they generally are companies who have majorly messed up. It’s one thing…

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The Silent Killer: How You’re Ruining Your Business 30 Seconds or Less

It all happens in a matter of seconds. One minute, I’m a happy customer, calling in with a question. The next, I’m frustrated and annoyed, ready to ditch your service altogether. It goes…

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