I was watching a football game this weekend and was surprised to see an Experience Management commercial!

I was watching a football game this past weekend and was surprised to see a #customerexperience commercial! lnkd.in/eBRwFpp

Nobel Prize recipient Prof Michel Mayor seeing the announcement of his award. Imagine what is going through his mind. You have brains in your head. You have feet in your shoes. You can steer yourself any direction you choose. Dr. Seuss

Very few companies have an established, institutionalized CX strategy that is woven into the fabric of their organization. Many companies are still at the stage where they have a fledgling CX program, or maybe a Voice of the Custom…lnkd.in/ez4MKNh lnkd.in/ekfSvrU

A customer-centric culture is built from the inside out. When we are zealous enough to only allow the best talent in, tear down “the fence” mentality by awakening current employees to the Voice of the Customer, and create an authentic service environment…lnkd.in/dh5fXyF

What value does building a great customer experience return? Here is a perfect example: PNC Cleaners is located in suburban Columbus, Ohio. In a recent Facebook post I saw the following kudos: “This week I'm super thankful for PNC Cleaners on Polaris P…lnkd.in/eJPTm5u

Recently, I went to my local hair salon. A very posh place that has won national awards for their service. Usually when I walk in I am greeted, checked in for my appointment, and offered a drink. But what I saw on this day was a self check-in kiosk. Doze…lnkd.in/eh9XXXg

DABO GETTING ROLLED BY THE NATION’S 11TH BEST TEAM.

RT if you want these two to call the National Championship Game

Delivering great service once isn’t difficult. Doing it all the time is. And, it’s the consistency of great service that builds customer confidence in you & your organization, which in turn will eventually create loyalty.

Say what you will about twitter, the ability of scientists to directly talk to the public is an awesome thing.

Always remember that service recovery isn’t just about fixing a problem.  It is also about the renewal of customer confidence.

Don’t believe everything you think. The reality is that we don’t see as clearly or accurately as we think we do. We see through a limited lens, and we have blind spots. In fact, we are often blind to our blind spots! Seeing clearly is hard & humbling work, but we must do it!

Creator of the NPS, Fred Reichheld, invested in the companies with the highest Net Promoter Score. The result, ten years later, is a 26% return, 3x that of the Vanguard Index, and 5x the U.S. median. Read more about this here: buff.ly/3HrcIkU #customerexperience #CX #NPS

I hope to never forget that I can impact someone’s life on a daily basis. I hope to make that impact a positive one.

“A bad system will beat a good person every time.” —W. Edwards Deming

Ohio State University is a special place bc of the PEOPLE! Congrats fellas! #Buckeyes

The discipline to think positive when you feel negative is a superpower.

We are 41 days away from Ohio State Football 🌰.

Frontier Airlines is this acceptable customer service?