Blog - Customer Experience
Why I Gave My Keynote Speech to An Empty Auditorium: My Pandemic Pivot
Sep 02, 2020What do you do when you have to share your message with 2,000 people but they can’t be in the same room? In my keynote speech, one of my central messages is to…
Read MoreWhat Will Branding Be Like In the Future?
Apr 16, 2020If you’re anything like me, you’ve been spending a lot of time the last month thinking about the future. You’re wondering what it will be like, and if things can ever go back…
Read MoreMeeting Your Customers Where They Are: How Cincinnati Opera Brings Opera to the People
Mar 23, 2020As executives, team members and thought-leaders, we’re all after the same thing: To expand and diversify our audiences so that our products or services can be accessible to anyone, in any circumstance. In…
Read More5-Star Hospitality Secrets from the Best in the Business
Feb 05, 2020As an inspirational speaker, I spend a lot of time on the road and in hotels. I’ve stayed in the Ritz Carlton, and I’ve stayed in a Motel 6. I’ve had room service…
Read MoreYour customers are trying to talk to you. Are you listening?
Jan 02, 2020Attention, managers and leaders: Your customers are trying to talk to you. Are you listening? Customer feedback is the most powerful insight you’ll get on your business, and how you respond to it…
Read MoreYou’ll Never Hear “Can I Speak to the Manager” The Same Way Again
Dec 11, 2019Have you ever asked to speak to the manager? Have you ever been behind the counter and had someone ask you if they could speak to the manager? Have you ever been the…
Read MoreBad Brand Reputation? 7 Ways to Turn a Booing Crowd into Raving Fans
Sep 17, 2019Need to reverse a bad brand reputation—and fast? Read on for the hottest tips in the industry. I once was next to Vanilla Ice at a booth at a National Association for Campus…
Read MoreThis is What’s Really Causing the Retail Apocalypse (It’s Not Amazon)
Jul 12, 2019Want to make it out of the retail apocalypse alive? It’s time to stop blaming Amazon and start focusing on your customer experience. If any part of your business is brick-and-mortar, there is…
Read MoreCreating a Captivating Customer Experience Strategy
Jan 29, 2019Do 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…
Read MoreWhy this Restaurant Google-Stalks their Customers and You Should Too
Apr 17, 2018There 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…
Read MoreGet Your Professional Branding Ducks in a Row
Mar 14, 2018The 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…
Read MoreThe Question All Successful People Ask
Nov 27, 2017There 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…
Read MoreWhy Every Interview Should Include a Lunch Out
Sep 18, 2017Sometimes, 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…
Read MoreYour employees are stealing from you (and how to stop it)
Jan 16, 2017Check 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…
Read MoreHow to Get People to Pay Attention
Jul 02, 2015As 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…
Read MoreThis Is What Real Customer Service Looks Like
Jun 02, 2015A 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…
Read MoreStop Thinking All About You
Apr 21, 2015Organizations, 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…
Read MoreWhat Are You Selling?
Mar 17, 2015If 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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