by Colin Shaw | Jul 26, 2016 | Blogs, Customer Experience
The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls....
by Colin Shaw | Jul 21, 2016 | Blogs, Customer Experience
There’s been a lot of press recently about the decline in the American Middle Class and the rapid increase in the incomes and net worth of people at the very top of the socioeconomic scale. Increasingly, these high income people have lifestyles that don’t involve...
by Mark Marone | Jul 20, 2016 | Blogs, Customer Experience
In a recent New York Times article, writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. This trend toward the...
by Colin Shaw | Jul 19, 2016 | Blogs, Customer Experience
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her...
by Colin Shaw | Jul 14, 2016 | Blogs, Customer Experience
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online...
by Michael Lowenstein | Jul 13, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard...
