My Forbes #CX Blog Posts: May 2018

May was another busy month in the customer experience space, and since I’ve moved all of my writing over to Forbes, I want to make sure you didn’t miss out on a single post. So here is a handy guide to what I had to say last month (click on the headlines to read the entire articles).
As always, I welcome your comments, feedback, and story ideas for both my blog and the Experience This! podcast. You can email me at or find me on Twitter or LinkedIn.
Thanks for reading!

The way in which a company responds to a crisis says a lot
about its leadership, philosophy, and authenticity, and the response – like all other interactions with a brand – becomes part of the customer experience. On May 29th, Starbucks closed more than 8,000 stores so more than 175,000 employees can take part in sensitivity training, as a result of an unfortunate incident in Philadelphia earlier this year. Here’s what Executive Chairman Howard Schultz wrote to customers in an email.

In case you didn’t check your email recently, the European Union’s General Data Protection Regulation (GDPR) went into effect on May 25. It’s a big and important privacy regulation change that left countless companies scrambling to explain it to their customers.
Every customer experience matters. But some experiences are beyond the company’s control. What then? Is it fair that customers blame a company for an experience that was not its fault?

One of the hardest things for any company to achieve is word-of-mouth marketing. For that to happen, the customer experience must be remarkable – literally “worth talking about.” is one such company that strives to create remarkable experiences for its customers – both the human ones and the furry ones.
Note: Hear directly from the customers referenced in this article by listening to the Experience This! podcast episodewhich featured Chewy.

It was just a tiny light, but it made all the difference.
During two recent hotel stays, I observed two different solutions to this customer pain point that were so simple, I wondered why no one else was doing it.
Note: Hear more about these hotel night lights by listening to this episode of the Experience This! podcast.

Is cash still king? Not according to some retail establishments that have stopped accepting greenbacks for payment. “Cash was king,” a sign at Epic Burger in Chicago reads. “We no longer accept cash, making us speedier, safer and greener.” Another one at a local Italian restaurant: “All credit cards accepted. No cash payments.” How accepting (or declining) certain payment methods affects the customer experience.
While in New York City recently, I went shopping for a microphone to bring to a customer service conference to record some segments for the Experience This! podcast. I had forgotten to bring my good one from home, but was relieved to remember that there are electronic stores on pretty much every corner in Times Square. What happened next was pretty hard to believe.
Be sure to check out the Experience This!Show with me and Joey Coleman every week on your favorite podcast app!