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Experience Blog

Read our latest blog posts on leadership, customer experience and company culture written by Performance Solutions specialists. 

Customer Service for Millennials

Customer Service for Millennials

Desiree Lepelaar, December 08, 2016

The other day I was enjoying a cup of coffee at a café when I overheard two women talking. One was telling the other about an experience she had when she called customer service about a broken product. She was amazed with the customer service she received, as her shopping experience with the particular company hadn’t been that special at all. Apparently the company had provided her with ...
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The 4 Core Powers

The 4 Core Powers

Jude Lee, December 08, 2016

Like it or not, people are hedonistic by nature. We love to talk about ourselves and our experiences to anyone who will indulge us even our cyber audience – existent or not. Thanks to social media opening up unlimited brag pages, the millennial pass time is not only comparing ourselves, but subconsciously trying to outdo each other in the amount of good or bad fortune that has been imparted our ...
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3 Tips to Keep Customer Experience Top of Mind

3 Tips to Keep Customer Experience Top of Mind

Matthew Harrington, November 11, 2016

I love the beach. On my days away from work, I’ll throw a towel and a book in my dry bag, flip my folding chair over my shoulder and stroll down the block to the warm sand.  And I’m never without my favorite boardshorts.  The other day I noticed I was missing a button, so I dug into that drawer that everyone has in their house…you know…the one with extra buttons ...
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Reverse Update: Being A Future Top-Of-Mind Brand!

Reverse Update: Being A Future Top-Of-Mind Brand!

Desiree Lepelaar, November 11, 2016

Many companies talk about the importance of knowing their customer and the value of keeping customer experience top-of-mind these days. However, saying your company focuses on customer experience and actually consistently doing it are two different things. Companies that want to create a truly ‘customer-centric’ culture need to make sure the customer experience that their brand provides ...
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4 Common Threads in Authentically Engaged Organizations

4 Common Threads in Authentically Engaged Organizations

Jude Lee, October 31, 2016

Amidst the blur of always-on mobile devices, agile apps and nimble fingered users, there is an underlying angst amongst business leaders just to stay current.  Compound that with trying to sustain an organization where the frontline staff are often quicker and keener with the pace of change than the management. ...
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The Hunt for Mister X

The Hunt for Mister X

Michiel van Eunen, October 28, 2016

A tall, blond man enters the store. Besides the two women at the end of the aisle, he is the only customer. He wears sunglasses, a blue-checkered shirt, worn jeans and lemon green sport shoes. You look around and signal your colleagues, crossing your fingers and discretely pointing to the man: ‘Could this be him?’...
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An Emotionally Intelligent Investment

An Emotionally Intelligent Investment

Jude Lee, October 12, 2016

Do you ever wonder how some people can remain calm and collected while others are ticking time bombs in the exact same situation?...
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Customer Experience is the new Currency;  get your return on investment!

Customer Experience is the new Currency; get your return on investment!

Desiree Lepelaar, September 30, 2016

Most people will intuitively recognize the value of a great customer experience. We, as customers, love interacting with the brands that deliver those experiences, become loyal to that brand and tell all our friends and family about our experiences, even the tiniest things people do for you. Creating this customer experience is not just another thing to do, or a trend, but it is a necessary investment ...
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How to treat Generation Y employees

How to treat Generation Y employees

Michiel van Eunen, September 15, 2016

Not a week goes by, or I see some inspirational / interesting / insightful post about what people want from their work, and especially how this is different for younger people (generation Y), than for mid-career (gen X) or near-retirement (baby boomers) employees....
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5 Tips for Facilitators

5 Tips for Facilitators

Matthew Harrington, September 01, 2016

5 Tips for Facilitators Whether you are a 20 year veteran Trainer, or recently hired to immerse new employees, facilitators face many of the same challenges and rewards....
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