DISTINCTION NATION
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PROJECT DISTINCT
ICONIC INSIGHTS
Emotional Design and the Ultimate Customer Experience ®
In my first business book, “ALL Business is Show Business,” I wrote about the importance of emotion in creating and delivering the Ultimate Customer Experience.® Emotions are powerful drivers of behavior--and they have been since the beginning of time. It seems that...
Don’t Make It Right for Customers
Southwest Airlines halted all their operations this past Tuesday morning, citing “intermittent technology issues.” By 1 PM/Eastern, 43% of the airline’s schedule was delayed. The airline released a statement saying that an issue with a "vendor-supplied" firewall (I’d...
The Cons and Pros of 5 Ideas for an Ultimate Customer Experience®
If your goal is to provide an Ultimate Customer Experience®, here are five ideas that could help you achieve your target. However, there are always reasons NOT to take action – so I’m going to go a bit backward and present “Cons and Pros.” First, you’ll see a reason...
The Importance of Employee Accountability in the Ultimate Customer Experience®
“What you tolerate, you endorse.” — Larry Winget When it comes to serving customers, employee accountability is crucial. As my pal, Larry, says, if you don’t hold your team accountable, you’ve just endorsed inferior conduct. And, let’s face it, that type of...
Six Areas Where You Can Create the Ultimate Customer Experience®
The Ultimate Customer Experience® is the cornerstone of any distinctive business. In today's highly competitive market, delivering this extraordinary level of customer experience has become a necessity rather than a luxury. While most businesses focus on traditional...
Constant learning is vital for the true professional
If you want to get better at what you do, there are few limits to how far you can go. With the right mindset, you can become more successful than ever before. (That’s why Jason Bradshaw and I are conducting the “Stand Out / Earn More” program this week. You’ll...