English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS ..read more

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues of this: QUI TAKEAWAY: In their book, The Experience Economy, Joseph Pine ..read more

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first.   When you CARE for your people, they will feel respected, appreciated, and valued. With your support and encouragement, you will inspire and empower them ..read more

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this:  Customers pay for their experience, not your product ..read more

In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests. I wanted them to have a “better than the average” experience that guests expected. So I served to WOW them. I served to CARE (Communicate. Acknowledge. Respond. Enrich). Big difference. As a general manager/managing ..read more

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! #customerservice #customerexperience #custserv #custexp #cx ..read more

QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there! #customerservice #customerexperience #custserv #custexp #cx ..read more

On July 4, Americans celebrate Independence Day. In part, the Declaration of Independence proclaimed That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it … and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the cus ..read more

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain. Instead of skiing through mountainous terrain for the week, sipping on Malbec wine from Argentina, and savoring Swiss cheese fondue, he skis up and down, again and again, on  Boyne Mountain ..read more

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, their subservient employees. Bosses don’t care much about their employees and their employees c ..read more