BY JD Woods A few days ago, Weiwood Group Practice Lead, Peter Lauria, and I were chatting on the “…and Here’s How Podcast” about the recent Starbucks headlines. They had just announced the closure of hundreds of underperforming stores and laying off nearly a thousand employees. On the surface, it’s a cost-cutting move. But beneath […]
What Starbucks Tells Us About Gen Z, Coffee, and the Future of Experience Read More »
by Peter Lauria
Most people think “Customer Experience” is just for businesses. However, non-profits need it just as much, maybe even more. Because they’re not only asking for support, they’re asking for people’s time, trust, and belief. When the experience is extraordinary, engagement follows.
Why Non-Profits Should Deliver Customer Experiences as Extraordinary as Any Business Read More »
Delivering an extraordinary customer experience shows respect for the customer.
Great Customer Experience = Respect Read More »
By JD Woods
Trust is not a soft skill. It’s a business outcome that directly influences engagement, retention, and productivity—and the difference shows up in the numbers.
Real Talk, Real Trust Read More »
by Pete Lauria When it comes to delivering a standout customer experience, empathy can’t be overlooked as a core factor. In my experience working with both enterprise and mid-market companies, empathy is either completely ignored or treated as just a nice-to-have. You can have the most advanced tech, the fastest shipping, the slickest
The Role of Empathy in Customer Experience Read More »
by Pete Lauria We don’t go to the doctor just to get a prescription. We go because we’re worried. Confused. In pain. Healthcare is one of the most emotional experiences we have as humans, but too often, it feels cold, rushed, and transactional. That gap between what patients need emotionally and what they experience
The Real Healthcare Crisis? A Lack of Human Connection. Read More »
by Pete Lauria
There was a time, not long ago, when Personalization was a hot buzzword. It’s still important, but it’s not just a buzzword anymore. Now, it’s a business advantage. Pete Lauria of The Weiwood Group explores why customers don’t want more choices, they want better ones.
The Personalization Payoff: How AI Drives Repeat Business Read More »
By Peter Lauria
Think about Apple, Nike, Starbucks, or Disney. People don’t just buy from them; they tell the world about them. They wear the logos. They buy branded products. They recommend them to friends. They defend them in debates.
Why?
From Transactional to Transformational: Creating Brand Advocates Read More »
(by Peter Lauria)
Customer experience (CX) isn’t just a department; it’s a culture that impacts every part of your business. Every team, from sales to support, shapes how customers feel about your brand. A CX strategy limited to one team can create disconnects that clients notice. Companies with cross-functional CX strategies grow revenue three times faster. Is CX part of your culture, or merely a checklist? Great CX is now an essential requirement in today’s competitive market.
CX Is Not a Department — It’s a Culture Read More »
