The Daily Scramble, Dealing with Change
Choreographing the Customer Experience
Disneyworld has a customer experience story that illustrates how the customer experience is designed and choreographed like a dance – a memorable performance with staging, lighting, performers, music and a variety of other elements. The customer experience is the...
Moments of Truth in the Customer Experience
Nancy complains, “Why can’t they get their act together? This is so frustrating. The first person I talked to wasn’t even nice. The second person was much nicer but couldn’t make a decision. I got sent to a technician and got lost in their phone system. It turns out...
Growing Your Business to Sell It (Or Not)
When I started my information technology business in 1983, the last thing I thought about was how I was going to exit the business. That’s true of so many small business owners, especially owners of family owned businesses. I eventually sold the business and luckily...
Keeping Your Motivation Engine Running
I was running late for an appointment last week and jumped into my car and turned the key. The nice smooth sound of ignition I was so used to hearing was replaced by the horrible grinding sound of an engine just about to turnover. I kept turning the key thinking that...
Leading More by Doing Less
An executive recently lamented that she and her company had far too many projects going on. All of them were important, she said, but insufficient progress was being made on most. In fact, she described her company as being “very good at getting things 80% done!” “Why...
Feel the Fear and Then Do it Anyway
In Jack Canfield’s book, The Success Principles, he tells the story of a seminar where he held a $100 bill in the air and asked the audience, “Who wants this $100 bill?” Almost everyone raised their hands, dozens of people shouted “I’ll take it!” and many more stood...
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