If you want to capture and retain the attention of your customers, you need to establish an emotional bond with them.  Your mission therefore should be to turn customers into fans. To do this, you must go well beyond simply satisfying them, and aim to do one or more of the following:

Leveraging the full power of social media, frustrated passengers have recently exposed some very disturbing experiences on commercial airlines.  Given that providing exceptional customer experience is key to any business’ success, let’s look at customer sentiment about two airlines at opposite ends of the spectrum.

The book Blue Ocean Strategy was a global sensation and considered the most influential leadership concept of the new millennium.  Published in 2005, it has sold over 3.6 million copies and has been translated into 44 languages. I had the pleasure of contributing a case study to the book and being one of the core, original team members behind the movement it created. So it’s with great anticipation that I await the publication of the sequel, Blue Ocean Shift.

Among my favorite, signature events are immersive ‘Re-Imagine’ dinners for small groups of VIP attendees. These 4-hour long experiential journeys combine the thrill of team cooking, round-table discussion that I facilitate on the topic of re-imagining boundaries, and a culinary indulgence reflecting the key themes of the dinner conversation.  I facilitated one such event earlier this month with rousing results.

I am pleased to share that I have been invited to join the Board of Advisors for the Global Innovation Institute.