The Crave Top 20 – my list of the best companies in the world

In a few weeks I'll be announcing the Crave Top 20 list. This list is based on the research I did while writing my upcoming book What Customers Crave. As I began to aggregate the infrastructure requirements for delivering exceptional customer experiences I found that these seven components were always alive and well in the best organizations in the world. The Anatomy of the Crave Top 20 When we set out to find the best organizations in the country that ...
Read More

Video Book Review of What Customers Crave

In the sharing economy there is nowhere to hide if you deliver bad customer experiences. Even good customer experiences are being displaced by disruptive innovators that are delivering exceptional customer experiences across the customer's journey. In Nicholas Webb's book What Customers Crave he provides a playbook for developing customer experience strategies that drive revenue, profit, customer loyalty and customer satisfaction. The biggest value to the reader is that Nicholas takes the complex subject of Customer Experience (CX) design and simplifies ...
Read More

The danger of being good at customer experience

After three months of researching some of the best organizations on the planet. I discovered some very interesting things. My biggest discovery was that most organizations operated at the center of the CX Gauge what I call the "Baseline of Customer Expectation (BCE). In other words these organizations identified "what customers wanted" and they "delivered what the customer wanted" and not surprisingly they thought that was what was required. At some level this makes sense, give the customer what they ...
Read More

Hacking Hospitality

After well over two years of research on the new science of Customer Experience (CX) Design, I have completely changed my worldview of every consumer experience I witness. Recently during a gathering of top executives in the hospitality industry I conducted a Hospitality Hackathon, and I discovered something very interesting. Many executives within hospitality view themselves as property managers, rather than Guest Experience Designers. This philosophical view may seem trivial, but it's not! In researching my upcoming book "What Customers ...
Read More

The basics of building a Guest Experience (GX) design

According to virtually all consumer data the overwhelming majority of guests of hotels and lodges are unimpressed with their stay. These very customers complain wildly to friends and not surprisingly powerful social rating platforms including yelp and trip advisor. Despite the fact that their very guests have told them what they hate most hotels and lodges are ignoring their customer in favor of a focus on operationalization. This scenario has created an opportunistic environment for disruptive innovators to displace many ...
Read More

The Internet of Home (IoH)

The Internet of Home (IoH) As a Futurist and innovation Speaker I have the great honor of aggregating a wide range of trends specific to an industry. Recently I spoke at the EXS conference where I shared my four predictions on the big future trends within home and business security. I believe that there is currently a fast-moving battle as to who will own the language and the platform for the Internet of Home (IoH) the three biggest contenders are Google, ...
Read More

Introduction the What Customers Crave Podcast Series

This podcast has been produced to provide real-world actionable insights on how to drive revenue, profit and customer experience using the latest science of customer experience design. This episode is a brief introduction to the upcoming series. Each podcast is about 15 min. long and is specifically designed to give you the most amount of actionable information in the least amount of time ...
Read More

My commencement speech after receiving my Doctorate in Humane Letters

I would like to thank this incredible institution, The Board of Trustees, Provost, Deans, and Faculty for the unbelievable honor to have received my honorary Doctorate Degree today. It is also a great honor to have the opportunity to present today to this brilliant graduating class, their families and supporters. Now that I’m a doctor I hope by my children will no longer use Google to fact check me! 25 years ago something amazing happened to me that changed my ...
Read More