By simple...customers can easily interact with the service without needing instructions. By solid...it has a high degree of quality, being both reliable and repeatable. And by scalable...it can be expanded for a larger use case with the same great experience. Here’s a story about such a service that was designed with both good intentions and great (ultimate)execution. I share this one in more detail because there were lessons learned along the way and an agile approach to course correction was needed to achieve all 3 objectives.

Can't help but notice the perpetual improvements in the traveler experience the more and more I frequent different airports throughout the US. Everything you can possibly need and want is now readily available. The airports and airlines figured this out- the easier they make the travel experience, the more you'll travel. Imagine that. Now why can't healthcare learn from this? Why is it we still have to fill out paper forms each time we see a new doctor, wait ridiculous amounts of time to see our doctor, and then sort through tons of mail and data to try to figure out what was covered, what's out of pocket, and how much getting better is going to cost us? Or is it because with air travel, that's a choice, while healthcare, we don't have much of a choice...or do we?

A tale of the best and the worst of on-boarding experiences, and how to get it right! Why the best companies get it right from the start, and tips on how to do this. A bit of a long read this time, but, true personal stories and strong lessons learned.

As promised, here is part 2 of the Total Experience- unpacking what the key ingredients are to make for a great Customer Experience. This isn't focused on the exact mechanisms to achieve this, but it does talk about how great organizations such as Amazon have figured out what makes that customer journey work.

This is Part I of a series on Total Experience- focusing on Employee Experience to start. In this I unpack what makes the difference in the Employee Experience world, and how key tips lead to employee engagement and loyalty. Enjoy these tips! Part II next…

Employee Engagement”- wow, what a concept. The idea that a highly-engaged employee is a company’s most valuable asset has finally surfaced more openly than ever. It took a long time to see the two words coupled, and for the longest time it was just about customer service, and employee satisfaction, but never about actual engagement….

Nowadays a broad search on ITSM on the internet will yield this definition, “IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of an organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value. In other words: ITSM is the art of making a business run.” My favorite piece of this is the “Art of making a business run.” So, what about IT service management is really exclusive to IT, I ask? A lot, in fact, everything…