Month: November 2014

November 30, 2014 / Articles We Like / Design Thinking / Creativity / Innovation

On “Beyond MVP: 10 tips for creating your Minimum Loveable Product”

Creating a minimum viable product (MVP) is the goal for most new product innovation, and for many of our clients in Silicon Valley. So many decisions go into making an MVP, and balancing those decisions with speed to market is not a small task. With many MVPs failing to leave a lasting impression on customers because their expectations are not met, is there a better way to successfully bring new products to market?

According to Laurence McCahill, yes there is! From a customer experience perspective, the MVP might be an outdated way of thinking about new product innovation. Instead, consider the Minimal Loveable Product (MLP). In the article, Beyond MVP: 10 tips for creating your Minimum Loveable Product, Laurence outlines 10 tips to go from MVP to MLP. In the process, you’ll build a community of users, delight them from the start, and get them talking. The author advocates for design as a critical element, which we love! Propel the success of your new product by reading this article now.

What’s the greatest challenge you face in creating new products?

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November 30th, 2014|Categories: Articles We Like, Design Thinking / Creativity / Innovation|Tags: customer experience, innovation, laurence mccahill, minimum loveable product, MVP, product design|

November 26, 2014 / Book Reviews

Book Review | The Customer Rules

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
By: Lee Cockerell

Head: (3 out of 5)
Heart: (5 out of 5)
Leadership Applicability: (4 out of 5)

All businesses, large and small, need more than great products or services to thrive. Customers are essential for survival, and employees must deliver exceptional customer service so those customers turn into raving fans and come back for more.

The author of this book, a former Executive Vice President of Operations for the Walt Disney World® Resort, knows a thing or two about customer service. He outlines 39 simple but profound customer service concepts in short chapters, making it easy for leaders, front line managers and all employees to put them into practice right away.

Some of our favorites:

Rule #1: Customer Service is Not a Department. In other words, customer service is the responsibility of all!
Rule #5: Ask Yourself, “What Would Mom Do?” In work as in life, try to follow the lessons your mom taught and make her proud.
Rule #29: Have a Geek on Your Team. Technology enthusiasts can innovate to improve customer service.
Rule #36: Apologize Like You Mean It. How “I’m sorry” is said means more than the words itself.

Leaders interested in creating magic in everyday interactions with customers will want to read this book. Buy it now.

Want more? Sign up for Wise Talk with Sue Bethanis and Lee Cockerell on December 15th at 2pm PT. Lee will share more insights on customer expectations as well as indispensable tips for creating magic in your interactions with customers to win them over and keep them.

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November 26th, 2014|Categories: Book Reviews|

November 24, 2014 / Wise Talk Teleconference

The Customer Rules

WISE TALK December 2014: Sue Bethanis hosts Lee Cockerell, a leadership, management and service expert, speaker and author of the new book The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.

Drawing on extensive experience in the hospitality and entertainment industry, including a stint at Walt Disney World® Resort as Executive Vice President of Operations, Lee shares insights on customer expectations and tips for creating magic in your interactions with customers to win them over and keep them.

Follow him on Twitter: @LeeCockerell

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November 24th, 2014|Categories: Wise Talk Teleconference|Tags: customer experience, customer service, lee cockerell, Mariposa Leadership, walt disney, wise talk|

November 5, 2014 / Press Releases

Mariposa Leadership, Inc. Hosts Steve Curtin, Customer Experience Expert and Author

Steve Curtin, a recognized customer service expert and author, will be interviewed by Sue Bethanis, CEO/Founder of Mariposa Leadership, on the popular Wise Talk Leadership Forum for executives on November 20, 2014.

FOR IMMEDIATE RELEASE
San Francisco, CA – November 1, 2014 – Mariposa Leadership, Inc. is pleased to announce that Steve Curtin, an expert with extensive expertise in the hospitality management industry and author of the new book, Delight Your Customers, will be a guest on Wise Talk, a popular monthly leadership forum for technology executives, on November 20, 2014 at 11am PT/2pm ET.

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November 5th, 2014|Categories: Press Releases|Tags: customer experience, customer loyalty, customer service, steve curtin|