Did you accept the latest upgrade for your operating system (OS) on your PC or Mac? Make sure you do if you haven’t. There are really smart people constantly monitoring the software that is deployed ...
Forrester Research has been busy in the customer experience management space. Their most recent wave report, the 2018 fourth quarter, defined the leaders in this space and how those leaders enable ROI for large enterprises. ...
The product of the health club business is the member experience. Just as the product of a restaurant is not only the food, but the overall experience. Say this in a group of gym owners and ...
You hire great people to take care of your customers. Chances are you spent a ton of time making sure your staff have the right mix of skills and talents, and are a fit for ...
John Wooden once said that coaching is the ability to give feedback without causing resentment. Feedback is so essential to our learning, whether we are talking about school, sports, life or business. In business it ...
It would be helpful to our industry if we reframe what innovation actually is. An innovation is any new idea you can adopt that adds value to your product for your customer. This is the ...
Companies have invisible “debts” that never see the balance sheet. If your company is not embracing technology you are building a “technology debt.” When organizations don’t refresh and replace equipment at a cadence that keeps ...
Understanding your members’ satisfaction with their reported fitness results is as relevant in your customer experience management program as “sleep quality” is to a hotel. It’s core to the job your member is trying to ...
The “Jobs” theory is a concept developed by Clayton Christensen at Harvard Business School. It has been so successful in identifying innovative ways to address customer needs that there are now hundreds of articles, dozens ...
I spend almost all of my time helping companies with their customer experience strategy. Operational Customer Experience Management (OCEM) takes strategy and embeds it into daily operations, making it come to life every day. Bear ...
