There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what. It’s a guiding statement that provides a consistent “North Star” for your employees regarding the customer […]

“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important […]

There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience! Are you dealing with […]