Keeping Long-Term Customers Engaged and Your Business Relevant
When I was growing up in rural Indiana, my Mom often said, “Familiarity breeds contempt.” But with all due respect for my Mom – and parents everywhere who used the phrase – it’s just not true. The more I know you, and about you, it does not automatically transition...
Leveraging AI to Deliver the Ultimate Customer Experience®
In the field of customer experience, the advent of Artificial Intelligence presents an unparalleled opportunity for businesses to redefine the way they interact with customers. Your incorporation of AI into your customer experience strategies is not just about...
The pervasive challenge that threatens to undermine you and your business
In business and leadership, the pursuit of distinction and the delivery of the Ultimate Customer Experience® are paramount. Yet, a pervasive challenge that I’ve observed in several organizations threatens to undermine these objectives: the echo chamber effect. This...
The Antidote to Price Wars: Creating Distinction and an Ultimate Customer Experience® in a Commoditized World
The late, great Tom Winninger – a friend and Speakers Roundtable colleague – wrote a book over thirty years ago titled "Price Wars." And even though Tom was a brilliant visionary, I think even he would look at the level of pressure surrounding commoditization today...
The Ultimate Customer Experience®: Your Weapon Against Commoditization
This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today's rapidly changing business landscape, one of the greatest challenges organizations faces...
Customer Experience vs. Self-Service: the Impact and Importance of Loyalty
Walking through airports this past week, it seemed like every terminal had a new store featuring Amazon’s “Just Walk Out” equipment. As their website says, the technology “lets consumers enter a store, grab what they want, and get going.” In the ever-evolving...