HOW MY HEALTHCARE INSURANCE PROVIDER MADE ME LOYAL

HOW MY HEALTHCARE INSURANCE PROVIDER MADE ME LOYAL

“Call healthcare insurance provider.” It’s a to do that gets bumped until I simply have to act. I procrastinate because I don’t look forward to being disappointed.

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LOST LUGGAGE AND THE ART OF FULFILLING YOUR PROMISE

LOST LUGGAGE AND THE ART OF FULFILLING YOUR PROMISE

While it’s easy to pick on the airlines, we’ve ALL had a lost luggage experience. Lost luggage happens every time an employee fails to deliver on a promise.

The promise of your brand lives or dies on your frontline. To your customer, the reality of your brand experience isn’t in your tagline, it’s on your frontline, in what your customer experiences when things go right, and when they go wrong.

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CUSTOMER EXPERIENCE ONLINE OR IN PERSON?

CUSTOMER EXPERIENCE ONLINE OR IN PERSON?

Leaders need to empower their frontline to address the reality that their business is already behind the eight ball, before the client walks in the door. How do you overcome this disadvantage?

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Bias, Brand, and Customer Experience: Starbucks and Racial Discrimination in the Third Place

Bias,  Brand, and Customer Experience:  Starbucks and Racial Discrimination in the Third Place

The idea that Starbucks was a “third place” for people, in addition to home (first place) and work (second place), was well known. It was the essence of what Starbucks was in the early 00s. It appears that concept has been lost, and, for some employees, it became a place where you can come—if you are like “us.” That’s not very welcoming and certainly not in keeping with their brand values.

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