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Kimpton Hotels & Restaurants leverages Little Data to create a differentiated experience (DX)
Are you leveraging Little Data like Kimpton Hotels & Restaurants to create a differentiated experience (DX)?Little data is a collection of information on individuals or smaller groups of customers. Rather than using this data to spot a trend, companies use the...
How Coach Bruce Arians is tapping into a key element of employee engagement
Coach Bruce Arians told his staff he would fire them for missing their kids' events. The Super Bowl winner took over in Tampa Bay in 2019 and laid down the rule early. He recently shared the strict rule with journalist Peter King,"I told my coaches in our first...
Walt Disney’s idea of “PLUSSING”
"Snow White is dead to me." Why did Walt Disney prefer amusement parks over movies? A year ago I watched "The Imagineering Story" on Disney+. The miniseries chronicles the origin and development of WED Enterprises. Why WED? WED stands for Walter Elias Disney. The...
Imagine a gift that comes with a crowbar
Imagine a gift that comes with a crowbar. "I received a box that contained a wooden crate similar to the dad on 'A Christmas Story' when he received his 'Major Award' that turned out to be a leg lamp. The box also included a crowbar and instructions to 'limber up'...
Would you try this hot sauce? Mad Dog 357 No. 9 Plutonium is the world’s hottest
Would you try this hot sauce? Mad Dog 357 No. 9 Plutonium is the world's hottest. It's so hot, you have to heat it up just to coax it out of the bottle. The 9 refers to 9 million Scoville. Not familiar with a Scoville Heat Unit? That's the measurement for heat....
Ketchup has both a saucy and fishy history
Ketchup has both a saucy and fishy history. The word stems from the word Malay word "kecap." Back in the 17th century, catsup comprised of spicy, pickled fish sauce and was popular in Europe. Europeans resisted putting tomatoes in catsup. Why? Because they looked...
How USPS uses technology to deliver a “next level” of added service
Many organizations talk about superior service and the importance of going the extra mile for customers. How many though actually walk the talk? To steal an immortal line from former Texas Governor Ann Richards when describing George W. Bush, customer service is...
Employee Engagement: 11 Takeaways from Green Goldfish 2.0
"Satisfied employees lead to satisfied customers. Long-term employees lead to long-term relationships with customers." Employee experience matters. This is one of 11 takeaways from the book Green Goldfish 2.0, co-authored with Lauren McGhee. Here's a handful of...
“Never let the truth get in the way of a good story.”
"Never let the truth get in the way of a good story." Over 100 million people watched the #SuperBowl LV. After the commercials, the Halftime show is always a highlight. But I have to admit I didn't know much about the artist and I had no clue about the weird facial...
The “Bezos Effect” on Customer Experience
The "Bezos Effect" on Customer Experience. It's hard to think of anyone who pushed for customer-centricity and a focus on experience more than Amazon founder and soon-to-be Ex-CEO Jeff Bezos. Steve Jobs once remarked, "You’ve got to start with the customer experience...
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