April 2, 2015

Evaluate How Real You Are in the Moments of Connection

Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers the beloved company’s personality comes through during any interaction with a customer.


January 20, 2015

Begin Cultivating the Long-Term Customer Relationship

Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long term customer guides decisions on how a company welcomes new customers and develops existing customer relationships. The formula for success is Belief + Investing = Growth.


The Customer Journey Map image
June 10, 2014

CX Competency 2: Align Operations Around Experience

This is the platform work for a customer experience transformation journey. The significance of aligning the experience is huge. Not enough companies understand that this is the first “duct tape” exercise to get your organization moving together in one direction – and that’s to agree on the stages of your customer experience.


January 9, 2014

Are Your Customers Telling a Beloved Company Story?

Beloved companies know they are defined in the fleeting moments of customer interaction. (These are moments of truth for the beloved company.) They make decisions that enable moments of “Wow!” in a world of customer-experience “vanilla.” Their actions compel customers to tell a ‘beloved company’ story to friends, family and co-workers.


November 5, 2013

Three Actions to Build an Organization With Clarity of Purpose

Memory creation is the currency of your brand. Clarity of purpose ensures you do not leave customer memories to chance. Are there different versions of your brand’s story being told by customers? Or do you deliver memorable points of contact that connect with your customers?