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Only & Exactly My Sneakers
Read more: Only & Exactly My SneakersWhat can sneakers teach us about giving clients a great experience? As I found out recently, a lot. I was in Las Vegas and visited one of the best themed retail experiences anywhere: the Forum Shops at Caesar’s Palace. I talk about why here. But amid the luxury stores like Louis Vuitton and Gucci, a…
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My Favorite CX Podcasts
Read more: My Favorite CX PodcastsWhile you make listening to your customers a top priority, it also pays a great deal to tune in to the experts and pick up a thing or two from their strategies and systems. Here are my Top ten customer experience podcasts. I’m often asked how I keep up with the latest trends in customer…
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How Will You Transform Your Clients?
Read more: How Will You Transform Your Clients?Your clients don’t want your service offering. They want your service to be commoditized. They want it delivered as quickly and cheaply as possible. Why? So they can spend their limited time and money on experiences that engage them personally and emotionally. (They actually want more than that, which you’ll see in a minute). If…
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How to Transform Your Clients
Read more: How to Transform Your ClientsI had the pleasure of hosting Joe Pine, author of The Experience Economy, on a quarterly webinar for clients of FiveFour. Joe talked about the next level of economic offering above experiences: transformations. What customers want is not our products and services, or even our experiences. What they really want is for us to use…
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The deterioration of customer experience has a new name
Read more: The deterioration of customer experience has a new nameHere’s a new word for your business dictionary: Skimpflation. At first glance you might think it’s something to do with the effect of cheapskates on the economy. It’s not, but it’s an interesting concept that I’m sure there’s a word for. Skimpflation was coined on the NPR program “Planet Money” and was the focus of this…
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The Airport Shuttle Ride that was an Amazing Experience
Read more: The Airport Shuttle Ride that was an Amazing ExperienceIf you fly into Cleveland and need to rent a car…. OK, that’s an unlikely scenario, but for the sake of today’s story, imagine that it’s possible. If you fly into Cleveland and need to rent a car, I hope you get to ride the shuttle with Felicia. It’s not that Felicia is a particularly adept shuttle…
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Is your customer experience better than an airport janitor?
Read more: Is your customer experience better than an airport janitor?Travel has been picking up again lately and so I found myself at the Sioux Falls airport a couple of hours in advance of my flight. I’m not usually there that far ahead of time, but my wife dropped me off on the way to work and I was planning to work in the business…
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Should we slow down?
Read more: Should we slow down?That was the question posed by the leadership of a highly successful business that I recently started consulting with. They had recently come through a period of rapid growth. And that growth exposed some missing systems. A few client engagements had gone off the rails. Salespeople were chasing the wrong deals. And the leadership team was…
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What is FiveFour?
Read more: What is FiveFour?One of the most frequent questions I get about my new(ish) company, FiveFour is: What is FiveFour? We’re launching a new email series to answer that question, so I thought I would share it here. FiveFour specializes in transforming businesses. Which raises the obvious next question: “What kind of transformation are we talking about?” Let…
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Passing the $10 million plateau
Read more: Passing the $10 million plateauReady, Fire, Aim started as a retreat serial entrepreneur Michael Masterson led for other entrepreneurs. He wanted to impart the lessons he had learned from a 30-year career starting and running several multi-million-dollar businesses. Later developed and expanded as a book, the subtitle states his objective; teaching the reader to take a business from “Zero…
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