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Experience Blog

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

Great Experiences = Consistent Experiences

Great Experiences = Consistent Experiences

Desiree Lepelaar, June 08, 2017

How do you bring consistency in to Customer Experience? And why is giving a consistent experience so important?  ...
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An Experience Driven Culture… What’s that all about?

An Experience Driven Culture… What’s that all about?

Jude Lee, May 29, 2017

In the wake of media coverage over shockingly poor Customer Experiences, such as the recent dragging of a passenger off an overbooked United Airlines flight, we have to ask ourselves: How does an organization get to the point where processes in practice are working against them?...
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Free download - 7 Training Energizers & Icebreakers

Free download - 7 Training Energizers & Icebreakers

Rozemarijn van der Post, May 19, 2017

Nobody has an unlimited supply of energy. One of the main goals of a trainer / facilitator is to "manage" the energy level, both up and down! An energizer or icebreaker can be used as a (brief) activity to increase the energy level of participants in a training by engaging them in physical activity. Download 7 great Training Energizers & Icebreakers!...
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Is your customer really the focus in everything you do?

Is your customer really the focus in everything you do?

Rozemarijn van der Post, January 20, 2017

‘A differentiating experience asks for differentiating behavior/interaction.’ We are all responsible to make that difference and turn the idea into a reality. After all, we often say, a ‘colleague or employee can make or break any experience.’ So, I wonder, how can we effectively continue to think differently, out of the box and, “reverse”each other?...
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Reverse Update: 4 Steps to Strengthen Customer Experience

Reverse Update: 4 Steps to Strengthen Customer Experience

Matthew Harrington, January 18, 2017

It’s 1974, and a man walks into a store in Anchorage, Alaska.  He has the intention of returning a set of car tires he purchased at that location.  One important detail for the customer’s return of unsatisfactory tires, is that there is no more tire store.  The tire store was sold and Nordstrom’s fashion retailer moved in.  Nordstrom does not sell tires, they specify ...
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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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