Chick-fil-a employees meeting someone at their car with an umbrella. Southwest Airlines leadership personally cleaning planes to keep them on schedule. Morton’s steakhouse delivering a steak to the airport, because someone asked. Spotify creating a custom playlist for a disappointed…
Stand out in the Experience Economy
In today’s experience-driven economy, customers are no longer just comparing you to other businesses in your industry; they’re benchmarking your performance against their favorite experiences from various fields. Whether you run a restaurant or operate in the B2B space, standing…
Standing out from the Competition: Embrace the Unique
Competition is unavoidable in business, regardless of industry or scale. Whether you’re a big corporation, a local business, or a fresh startup, you’ll always come across competitors vying for your target audience’s attention. It’s time to break free from the…
Fancy or Funny?
In February of 2023, I spent a week at the Grand Targhee Resort, one of the best-kept secrets of the snow skiing world, nestled in the Grand Teton National Park. If you have been to a ski resort before, you…
The Magic of Real Conversations: Unleashing the Customer Experience Potential
Can you remember the last time you spoke WITH a customer, rather than just discussing them in a strategy meeting? We often find ourselves immersed in building teams, hiring consultants, and brainstorming strategies, but we tend to overlook the power…
The Difference 10% Makes
In February of 2023, I spent a week at the Grand Targhee Resort in the Grand Teton National Park. I didn’t actually intend to go there, though. I was planning to go to Jackson Hole, which is the much more…