Below you'll find a list of all posts that have been tagged as “customer experience”
Sometimes, it DOES take a genius. Meet our friend, Dom Genova. He is an expert at customer experience, marketing and entrepreneurship. Dom’s success as a car dealer boiled down to ensuring his customers didn’t get taken advantage of by the car biz. Now he has a book to help others. And it’s good! Interested in coaching or training on these …
If talking about corporate values makes your eyes roll, this episode is for you. A culture of continuous improvement requires that you uncover your DNA: your values. Defining them–and the stories behind them–lead to an organization that can live them out. The hosts share several exercises you can use to uncover those values. Hat tip to “Co-Active Coaching,” “Start with …
Are you improving your organization? Not good enough! You have to, as Seth Godin says, “be better at being better.” Continuous improvement, kaizen, is the name of the game. We talk about the signs that you’re settling for less than that–and habits to improve your continuous improvement culture. Interested in coaching or training on these topics for you or your …
Mike has been noticing a trend … and after some research, he has realized: We are all doomed. The Customer Experience Death Spiral® has come. (Unless we break out of it, that is–listen in for some tips.) Interested in coaching or training on these topics for you or your team? We’d love to hear from you! Email Mike and Mark.
Mark is still fired up about Booker T. Washington. His take on his slaveowner father blew us away. Washington has something to teach us about how we handle mistreatment of people in the workplace. Resources mentioned: Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
Kate Middleton is not a lizard person. But people can now say it is technically possible for the Illuminati to hide that she is. That ridiculous paragraph was brought to you by our new AI world, where trust in institutions–including potentially your business–is eroding daily. But fear not! You have a secret weapon. Questions? Comments? Ideas for future episodes … …
RANT INCOMING: An employee rant leads Mike and Mark to discuss good CX–and the motives and methods that create them. Have you considered both? Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
Mike reads academic papers. Is it for fun? A desperate cry for help? Regardless, one paper led to him giving the gift of a 3-foot Twix bar. The reaction to the candy is a great lesson for any individual or business wanting to make an impression with a gift. Questions? Comments? Ideas for future episodes … or interview subjects? Email …
Skyline Chili is legendary (at least to Mark’s family). A home-run performance by a Skyline employee begged the question: Can a company actually care? Mike and Mark share the simple secret to employee (and customer!) engagement. Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
Lego saw it … Toyota seems to always see it … GM didn’t see it … and the bigger or older your organization is, you might not see it either. Innovation occurs on the edges. There are things you have to do to leverage it. (Check out this excellent Harvard Business Review article for some related thoughts and a printable …