Experience without expectations is unthinkable — literally. What I believe will happen plays a prominent part in how I feel about what does …
Customer Experience
I am not on a journey
These days, it feels like every damn thing I do is called a journey. I'm not buying a drill. I'm on a home improvement journey. I don't …
Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?
The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …
Five signs your company values might be bullshit
The combination of hubris and aspiration, liberally sprinkled with puffery make many value sets mosh pits of self-delusion. So there’s …
When communication fails, peoples’ experience is the casualty
A friend Sue (not her real name) lives in a rental house that’s up for sale — in our overheated real estate market, it’s a common story. The …
The myth of wow
By Michel Hogan It started with a conversation: Me: “You don’t need to exceed expectations, just do what you say.” Them: “So, …
The Employee and Customer Experience Loop
By Michel Hogan The experience employees have becomes the experience customers have, which circles back around to employees in a loop. It …