We continue our Voice of the Customer series with leadership and employee engagement expert Kayla Barrett of Organization Impact. In part three I share how to take the customer experience message to your team of employees.

In segment one…

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We live under such illusions.  We think that what we perceive and are aware of is all, or at least most, of what actually is. How wrong we are.
 
I was reminded of this fact when I was perusing the…Read more

In the first of a 3-part series, I was interviewed by Kayla Barrett of Organization Impact to discuss the business benefits of listening to the voice of your customer to create a strong customer experience.  Kayla wanted to understand more…Read more

Customer experience does not start when the prospect clicks through to your website or walks through your door.  The experience begins when they first become aware of your ads.  I use the word “aware” intentionally.  Nothing is experienced until we…Read more

Happy Father’s Day to those of you who are fathers or father figures. 
Father’s Day is a great time to reflect on transformational customer experience. Doing so may help you take your customer service to a new level.
 
Think back…Read more

Tony has been invited to speak to Fortune 1000 leaders at the TDWI Executive Summit in Boston on July 23, 2014. He will present the topic, "Driving Cultural and Operational Change within an Organization by Merging Quantitative and Qualitative Data.”…Read more

  I was recently listening to Stephen Covey's "7 Habits for Managers" on the way to the office.  When he shared his principle "Start with the End in Mind" I knew I had to write this article.

Every week I…

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Have you ever considered the Power of Gratitude?   Years ago, several of my friends worked for a hotel.  They told me that the week before one of their largest annual events, the event planner informed the hotel's management… Read more