Define your differentiator.

Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be meaningful to customers?”

In this episode, I interview Elizabeth Dixon, Speaker at Elizabeth Dixon Speaks and Principle Lead, Strategy, Hospitality & Service Design at Chick-fil-A Corporate, about the five elements of exceptional customer experience — one of which is defining your differentiator.

Elizabeth and I talked about:

• Why EX is a prerequisite for exceptional EX
• How culture should be defined
• Why customer experience should become a broader ethos throughout culture
• What the connection between differentiation and loyalty is
• What role employee wellness plays in EX

Check out these resources we mentioned:

• ElizabethDixonSpeaks.com
• Elizabeth Dixon on LinkedIn
• Horst Schulze on LinkedIn
• Southwest Airlines
• Drury Hotels

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