Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire. “It’s unlike anything that exists today,” said Bob Chapek, chairman...
If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience...
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that...
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have...
So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me...
