Human Link
The Human Link Conference
Listening as Oticon presented its awards to some very special people who have not let their hearing loss define their lives, really brought home the importance of connecting with clients and patients on a personal level. The key to this connection is understanding what people really need and how the experiences each of you set in motion— whether it be making an appointment, cleaning a hearing aid or just getting a device in ones ear—ultimately impacts clients’ lives.  Read more...

Top 10 Most Annoying Customer Experiences
by Diana LaSalle
In the land of top ten, there is probably no list that resonates with the populous more than this one. The Top Ten Most Annoying Customer Experiences receives hoots, hollers and emphatic nods from marketing audiences across the country, that is until they realize they're #1!  Read more...

Creating the "Priceless" Product
by Manda Mahoney, HBS Working Knowledge
Consultants Diana LaSalle and Terry Britton say toothpaste isn't just about clean teeth, it's about providing the user with self-confidence. You must imbue your products with valuable attributes such as ease of use, compelling marketing, or extraordinary service guarantees; things that look beyond core functionality. The goal: Build a product attribute so valuable that the customer considers it priceless. Manda Mahoney of HBS Working Knowledge explored this idea with the authors of Priceless: Turning Ordinary Products into Extraordinary Experiences.  Read more...

Four Steps to Becoming a "Priceless Experience" Company
by Diana LaSalle
All the experts agree that creating good customer experiences is the key to business success. In fact a Deloitte & Touche study of 900 manufacturers determined that customer-centric companies not only have more loyal and satisfied customers they are sixty percent more profitable than companies that are 'more' internally focused. In their book Priceless: Turning Ordinary Products into Extraordinary Experiences, published by Harvard Business School Press, authors Diana LaSalle and Terry A. Britton show how any company can deliver exceptional "customer" experiences beginning with these four steps.  Read more...

Experiencing Value
by Diana LaSalle
We already know in our heart of hearts that satisfaction has little to do with loyalty. What customers are looking for first and foremost is value, not the monetary kind of value, but value that touches the body, mind, heart and soul.  Read more...

Through The Customers Eyes
by Diana LaSalle
In order to gain real insight into what customers want and need we have to stop looking at them and try looking through them, or at least through their eyes. When you do, you'll see your products, services and the experiences you set in motion in a whole new and sometimes scary light.  Read more...

Priceless Associations
by Diana LaSalle
Two of the greatest challenges business faces today is attracting and retaining customers. Associations have the added task of keeping members engaged not just for a week or a month, but year after year. Fortunately there's one solution to all three problems; delivering value through exceptional customer experiences.  Read more...