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 [...]

By | July 28th, 2016|customers|Comments Off on The danger of being good at customer experience

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 [...]

By | July 5th, 2016|customers|Comments Off on Hacking Hospitality

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 [...]

By | June 23rd, 2016|customers|Comments Off on The Internet of Home (IoH)

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 [...]

By | May 26th, 2016|customers|Comments Off on My commencement speech after receiving my Doctorate in Humane Letters

Trust me I’m a Doctor

It was a tremendous honor to have received my Doctorate Degree in Humane Letters (hon.) last week during the commencement celebration at the Western University of Health Sciences. I was so impressed with the great work they're doing turning out exceptional doctors with a sincere passion for serving their patients.  

By | May 23rd, 2016|customers|Comments Off on Trust me I’m a Doctor

Customer Service Training Tips

Customer service training that provides sustainable results needs to be customized to the uniqueness of your organization, the types of customers you serve, the channels that you deliver value in both digital and nondigital and you must develop exceptional experiences above the customers expectation at each of the five customer touch points. Customer service training programs [...]

By | April 28th, 2016|customers|Comments Off on Customer Service Training Tips

Why we exist

I started only with Michelle after researching the current state of customer experience across virtually every industrial vertical. One thing was clear most customer experiences are bad and despite good intentions most organizations have no bloody idea on how to fix it. Sadly many organizations are sold a one-size-fits-all solution and predictably those solutions fail [...]

By | April 26th, 2016|customers|Comments Off on Why we exist

Beyond customer service training

In researching my upcoming book What Customers Crave I discovered several interesting common pitfalls in the area of customer experience and customer service. It turns out that most organizations believe that the key to their customer service success is to train their teams to "be nice to the customer" YIKES! Now keep in mind that [...]

By | April 26th, 2016|customers|Comments Off on Beyond customer service training

Why you should use a speakers bureau

As a professional speaker many of my colleagues are shocked that I would suggest that meeting planners use a professional speaker bureau to find a professional speaker. In my 20 years experience as a professional speaker that is listed with all the top speaker bureaus in the world. I have found that a good speaker bureau [...]

By | April 22nd, 2016|customers|Comments Off on Why you should use a speakers bureau

I am honored to be selected as one of the Global Top 30 Gurus on customer service

It seems today that there is thousands of customer experience consultants and firms. Many of these organizations are amazingly good at what they do and yet some, well... not so much. After recently being selected as one of the top 30 Global Gurus it got me thinking. What is a good customer experience advisor? I believe [...]

By | April 20th, 2016|customers|Comments Off on I am honored to be selected as one of the Global Top 30 Gurus on customer service