employee motivation

This Trumps Customer Experience

Is there really anything more important than a great customer experience? 

A few weeks ago, I wrote a guest post forJeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the end of the post, I posed the question: "What trumps a great customer experience? Only one thing. Can you guess?"

Continue Reading

This Trumps Customer Experience

Is there really anything more important than a great customer experience?

A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the end of the post, I posed the question: "What trumps a great customer experience? Only one thing. Can you guess?"

Continue Reading

Do You Allow Your Employees the Space To Be Great with Customers?

What Happened to the Human Touch?

Think back to your last encounter with an employee of a retail store? Did that encounter meet your expectations? Did that encounter leave you ‘uplifted’ in some sense? Did that encounter, elevate your view of your fellow human beings? Did it make you feel good about this race of beings who call themselves human beings?

Continue Reading

The Paradox at the Heart of Customer-Centric Business

I am no longer a fan of customer centricity nor customer-centric business. I am not a fan of the way many are going about customer focus, customer-centricity, or customer obsession. It occurs to me that the approach taken by many towards arriving at customer focus, customer-centricity, and customer obsession is not gold, it is fools gold.

Continue Reading
Subscribe to RSS - employee motivation