If you’ve been to a Buc-ee’s before, you know it’s so much more than a gas station or convenience store; it’s a destination in itself. Buc-ee’s has achieved a cult-like following, thanks in part to its yummy barbecue and snacks, seemingly endless rows of gasoline pumps, and fun shopping sections. I’ve only been to a …
4 Customer Experience Practices You Can Learn From Buc-ee’s Read More »
In today’s fast-paced and hyper-connected world, businesses are constantly seeking ways to engage with their customers on a deeper level. Beyond simply selling products or services, savvy companies are recognizing the importance of building a community around their brand. Creating a vibrant, engaged customer community is no longer just a marketing strategy. It’s a necessity …
5 Reasons Why Your Brand Needs A Customer Community Read More »
If you’ve finished reading Creating Superfans and you’re looking for more resources on how to improve your customer experience, I’ve got you covered! Below is a list of some of my favorite customer experience books that I love to gift to people. I categorized them by each step of the SUPER Model so you can …
Unless you live under a rock, you know that Taylor Swift’s Eras Tour has taken the country world by complete storm: her ticket release caused a major crash for Ticketmaster (and later, a congressional hearing); Glendale and Pittsburgh renamed their cities to Swift City and Swiftsburgh during their respective tour stops; nurses at Nashville’s Ascension …
5 Customer Experience Lessons You Can Learn From The Eras Tour Read More »
In today’s experience economy, customers are no longer comparing you to your direct competitors. They’re comparing you to every experience they’ve ever had, anywhere. With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. In this article, I’m breaking down the …
Customer Experience Insights From Fast-Food Chains Read More »
In the ever-evolving retail landscape, the past five years have witnessed a sobering decline and bankruptcy filings of well-known “category killers.” These once-mighty specialty retail giants, renowned for their vast selections and low prices that dominated the competition, have found themselves vulnerable to the relentless rise of e-commerce, shifting consumer preferences, and the lingering effects …
From “Category Killers” to Killed: Customer Experience Lessons From The Retail Industry Read More »
Brand love is a powerful force that drives customer loyalty and advocacy. It goes beyond customer satisfaction, creating an emotional connection that keeps customers coming back for more. When you cultivate brand love, it will become your company’s most powerful competitive advantage and can future-proof it against unfavorable market conditions. Dr. Aaron Ahuvia, a renowned expert …
How To Cultivate Brand Love: Insights From Dr. Aaron Ahuvia Read More »
Most of the brands we interact with have either a tiered loyalty program, a tiered pricing structure, or both. Companies that are truly customer-centric understand that they have to provide premium-level service at every price point. A recent family vacation reminded me of the importance of creating magic for all customers, no matter how much …
3 Tips For Creating A Customer-Centric Loyalty Program Read More »
On March 15th, T-Mobile announced that it has reached an agreement to acquire MintMobile, the low-cost wireless communications service provider co-owned by Ryan Reynolds. I’ve always been a fan of MintMobile because of its handsome stakeholder customer-centric philosophy, disruptive nature, and storytelling ability (which I wrote about in a newsletter last year). Company mergers and …
3 Customer Communication Lessons You Can Steal From Ryan Reynolds Read More »
Spring cleaning is a great tradition for organizing your home and getting rid of clutter — especially things that have been ignored all winter. (Anyone else just put the Christmas lights back in the closet? 🙋🏻♀️ No shame.) Spring cleaning isn’t just for your home, though. I also love it as a reminder to get …
4 Things You Should Do to “spring Clean” Your Business Read More »
