by arturo | Nov 10, 2021 | Design The Experience, How You Do What You Do
If you fly into Cleveland and need to rent a car…. OK, that’s an unlikely scenario, but for the sake of today’s story imagine that it’s possible. If you fly into Cleveland and need to rent a car, I hope you get to ride the shuttle with...
by arturo | Oct 6, 2021 | Design The Experience
Last week, I wrote about the difference between customer service and customer experience and promised a discussion with my FiveFour Co-Founder, Dr. Nathan Unruh on the topic. Here’s that video. Every time we dig into this topic –...
by arturo | Sep 29, 2021 | Design The Experience, How You Do What You Do
What’s the difference between customer service and customer experience? Most would say there isn’t a difference. But if you’re a business leader, the difference is monumental. I was thinking about it because National Customer...
by arturo | Jul 7, 2021 | Design The Experience
We know the American workforce is stressed and uncertain coming out of the pandemic. It’s an issue that business leaders are dealing with as they consider how, when and if to bring people back to the office. Here’s something you may not have...
by arturo | Apr 28, 2021 | Design The Experience
Travel has been picking up again lately and so I found myself at the Sioux Falls airport a couple of hours in advance of my flight. I’m not usually there that far ahead of time, but my wife dropped me off on the way to work and I was planning to work in the business...
by arturo | Apr 21, 2021 | Design The Experience
As I was talking to this owner-operator, he was thinking about what life was going to be like after the pandemic, with employees coming back to the office for the first time in a year. “For that matter,” he said, “how are we going to re-engage with each other?” ...