The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In Read More »

The Fourth Step to Building a Customer Experience Strategy – Redefine Your Mission Statement

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The Fourth Step to Building a Customer Experience Strategy – Redefine Your Mission Statement Read More »

The Third Step to Building a Customer Experience Strategy – What do Your Customers Want?

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The Third Step to Building a Customer Experience Strategy – What do Your Customers Want? Read More »

The Second Step to Building a Customer Experience Strategy – Who are you as a Company?

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The Second Step to Building a Customer Experience Strategy – Who are you as a Company? Read More »

The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy Read More »

Excusing a Behavior

“Please stop talking now and listen to me.” I actually said this to a general manager of a very fine dining establishment in my hometown last week. I’d taken a dear friend of mine who was in town out to brunch at one of our favorite local restaurants. I have loved this place for years. …

Excusing a Behavior Read More »

Back to top