The last three years or so have flown by when you consider how quickly consumers are embracing new digital platforms. Companies like Instagram, Rovio, and GitHub went from having almost no real market presence to achieving documented success in...Read More

[VIDEO] Customer Journey Mapping Read More

Competition is fierce in the hotel business. Online review sites can kill a business' reputation with one bad review. Staffs are untrained, surly or apathetic in a profession that lives or dies on service. So what's a struggling hotel...Read More

[Video] Loyalty Expert Fred Reichheld at Rotman. By: Ryan Dunphey Read More

People come to the Apple Store for the experience — and they're willing to pay a premium for that. There are lots of components to that experience, but maybe the most important — and this is something that can translate to any...Read More

In this new world, the bottom of line of business isn’t profits but rather customer delight, i.e. the provision of a continuous stream of additional value to customers and delivering it sooner. As a result of epochal shift of power in the...Read More

Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or...Read More

To succeed today, with a mobile app or otherwise, you've got to be obsessed with what your customers go through. Call it the user experience, the customer experience, the ideation-info-architectural-construct, whatever: it's that delight...Read More

Over the years, we've initiated many new ideas that have been copied and are now the norm in the industry. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. That service...Read More