Since I live in “Starbucks land” and “Microsoft land” there doesn’t seem to be a day that goes by where there isn’t some article on Starbucks in the papers.  The latest is on the extensive layoffs this year and next year and the store closings all over the country - or should I say the world!  [...]

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No real blog posting today - it is my anniversary - YEA!! What a great time to reflect on relationships and what is important in life. We talk about building “Trusted, Loyal Relationships” in everything we do since it is the only thing at the end of the day that really gives you true, lasting [...]

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Well, I am down in the Bay Area for some soccer with my daughter and some vacation for a couple days of vacation with my wife.  As usual, it is hard to go anywhere or do anything without seeing what experience you are getting and how they compare to what you expect - just a [...]

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I have a new title for all you executives out there - Chief EXPERIENCE Officer.  What do you think? 
I actually have used this title a number of times and have received quite interesting and positive feedback from all sorts of people. Why?  Here are some of the excerpts from their comments.

“The customer experience should start [...]

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Over the past several months there is one comment I have been hearing consistently from top executives, middle management and marketing professionals.  They are all telling me, “We don’t “really” understand our customers all that well and what motivates them to be loyal.  In fact, we aren’t really sure what experience we can offer that [...]

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I have been reading and listening to some speeches given by Kevin Roberts, Worldwide CEO of Saatchi and Saatchi, one of the most respected and revered advertising agencies in the world.  Why, you might ask, would I be reading and getting deep into what an advertising agency is doing?  Great question - let me explain.
Kevin [...]

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The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video interview) with Colleen Barrett, CEO of Southwest Airlines. The article, “Southwest Airlines’ Colleen Barrett Flies High on Fuel Hedging and ‘Servant Leadership“, described what makes Southwest a “one of a kind” organization and the only domestic airline that can boast posting [...]

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Let me start by just saying the Customer Experiences Blog is BACK!! I apologize to all of you that have been religiously checking in our our blog on a regular basis, only to find not a lot of new content has been published - that all changes TODAY!
There have been a number of exciting things [...]

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I wanted to let our readers know of a site that is not only stacked full of information and articles but is one that actually has some quality content.  The site is CEO Refresher and it looks like a Newsletter, website and Blog all rolled into one.
OK, so i might be just a little biased, [...]

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