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The Curated Experience

Nov 12, 2016

"Leadership is the art of disappointing people at a rate they can stand". I hated my boss, I thought he was an a$$hole. I couldn’t afford to quit, I had an addiction to working electricity and a roof over my head. So I did next best thing, I left at exactly 5pm every day to register my protest. There are many...

Oct 6, 2016

If you want great customer experience, stop putting customers first.
Think about your organization. Who your company exists to serve? This is about who comes first for you. Is it the end consumer, the vendors, the shareholders, the team? There are trade-offs you have to make once you have clarity on this topic. Hear the...

Sep 21, 2016

master promoter Louie Lavella is on the issue to talk about social media and CX. The experiences translate from hollywood to wall street

Aug 10, 2016

I was held at customs for about 30 minutes for being smart ass, I thought the customs agent and I were bonding over our respective jobs. Turns out I crossed the line, he didn't find any humor in me asking him why he has to ask every traveller a set of stupid questions. File that under "doesn't follow rules". No one...

Jul 21, 2016

How can Millennials help or hurt the Customer Experience?
They are called the "Control-Alt-Delete" generation because whenever something is not working for them, they reboot and start all over. We have to be very intentional to get the best out of the Millennial workforce and keep in mind that technology has changed the...