Today as I look at the overall retail and service landscape, I see organizations failing to meet customer expectations. The list of storied brands shutting down locations is enormous. In 2017 alone, over 5,000 stores of major retailers were closed: Sears and Kmart closed 358 stores, JC Penney 138 stores, Macy’s 68 stores, Payless Shoes emerged from it’s Chapter 11 restructuring with almost 1,000 fewer stores, and the list goes on and on.Continue Reading
I would really appreciate your feedback!. After years of speaking about the customer journey and the metrics to measure it, I am writing the book that will make the entire methodology available to entrepreneurs and business leaders.
Title is: “Thriving in the Customer Age”
And here is the ask. Help me pick the best cover and let me know why you chose it. Click here to fill out a really short survey https://www.surveymonkey.com/r/RQGHHRV
Creating a truly remarkable customer experience has long been known as the competitive advantage that can transform your business results. But how does a business consistently provide this high-quality experience? What are the steps? How is a customer experience initiative measured? How does it improve the bottom line?
It has been just over three months since my son was dropped off for his first day of daycare. I handed him off to the child educator, kissed him and turned and walked out the door back to work, trying to ignore his wails and outstretched arms. His sister did the same thing for her first week, so I expected this reaction, but it is still a tough moment. It was tougher than it was with Harper because it had been just him and I for months, and I never had that time with her.
I suspect a lot of my takeaways from my time at home with the kids are similar to a lot of dads’ experiences that stay home: I connected with my kids more, became a more engaged dad (and remain a more engaged dad), really learned about managing the household, I became a better cook and I became a more supportive spouse (a fact I checked with my wife prior to publishing). Some days were long, some days were fast, I lost my composure a few times, and then the months flew by and the magical time was over.Continue Reading
If you are a leader and your organization is struck by a communication crisis what do you do? Often you did not expect it and you have not prepared for it.Continue Reading
Recently, I experienced a very effective marketing experience that was seamlessly connected to the start of the sales process. I have to admit I was impressed; until I went to the physical location and was immersed in their in-store experience.Continue Reading
As of September 5th I have been on parental leave. The responses I have received to this decision have been encouraging to the point in which I felt I needed to share. I have received hundreds of supportive messages from co-workers, vendors, friends and family regarding this decision. Mostly from males, and many stating they wished they had taken some time with their kids or they are proud of me for doing this. As text, IM, or email poured in with the continuing theme, I came to understand the response is a derivative of something deeper. Why were so many men wishing they had taken time, and why was I being congratulated for deciding to support my wife, become a better dad and live up to my ideals of equality in our society?
So I decided to do a little research and I was surprised and alarmed by what I discovered:Continue Reading