Blog

  1. Connecting with customers in times of crisis

    Executives are typically approaching customer experience by creating seamless, convenient and engaging customer journeys; however, the needs of customers at the moment have shifted dramatically towards more essential concerns. Leading organizations are reorienting their customer-experience efforts to meet their customers’ primary needs, such as safety, security, and everyday convenience. These…

  2. Tools for Growth in Your Culinary Career

    On August 12, 2019, The Talent Shop and Union Square Hospitality Group held a panel at The Hamilton Live with top restaurant chefs to discuss tools for growth in culinary careers. The event was well attended by ambitious chefs and others in restaurant industry eager to get tips form the…

  3. Four Steps To Re-Think Customer Experience In the Coronavirus Crisis

    Journey Map With the economic fallout from the coronavirus likely to be broad and durable, it’s more pressing than ever to keep your customers loyal.  Consider these 4 steps that a provide a road map to keeping customer loyalty: Determine what changes are occurring in key “Jobs to be Done”…

  4. Adapting customer experience in the time of coronavirus

    In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have…

  5. What Customers Need to Hear from You During the COVID Crisis

    The core expectation that consumers have of brands in any situation, but particularly in a crisis, is that brands will do what is right for their employees, suppliers, customers, and society at large, without regard for how much it costs, with 90 percent of consumers stating that brands should be…

  6. Service Design

    As we move form commodities and goods to services and experiences, giving people what they really want is a way to gain or maintain a competitive advantage. We all expect good customer service but when an experience is well orchestrated we don’t remember the service but just remember how it…

  7. Purpose of a Corporation

    Business Roundtable released a new Statement on the Purpose of a Corporation signed by 181 CEOs who commit to leading their companies for the benefit of all stakeholders – customers, employees, suppliers, communities and shareholders.  Updated statement moves away from shareholder primacy to include commitment to all stakeholders. “While each…

  8. Happiness Starts with a Smile

    Human emotions are highly contagious. For example, one person’s laughter is soon shared by others nearby, as shown in this Coca Cola video on #choosehappiness. Neuroscientist Sophie Scott studies laughter’s effect on our body and brain and showed that the old saying “laugh and the whole world laughs with you”…

  9. TGIF: It’s all about the Customer Journey

    Sherif Mityas, TGI Fridays’ chief experience officer, is all about the customer journey. Regardless of where that journey starts, whether it’s via an online order on the website or the mobile app or from a customer at one of 900 locations across 60-plus countries,  it’s all about the customer…

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