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Category Archives: Customer Centric
Leave the Gate Open
In 1907, Carnation introduced a new advertising tagline for its condensed milk product: “Milk from Contented Cows.” Growing up on a cattle farm where we produced our own milk, I often heard the ads and wondered what made a cow … Continue reading
What’s On Your Trophy Wall?
In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the … Continue reading
Are You Your Customer’s Jailer?
Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is … Continue reading
Create a Lake Lure Experience
We checked into the Lake Lure Inn. Built in 1927, the antique North Carolina hotel served as command central for the making of the movie Dirty Dancing. You now can stay in the Patrick Swayze Suite or the Jennifer Grey … Continue reading
If Service Was a Bicycle
The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep! A popular antidote to weight gain from beach banquets is to … Continue reading
The Focus of Service Leadership
The new billboard proclaimed the El Casa de Adjetivo on 2nd Street as having the best Mexican food in town. We had driven by the restaurant many times but never given it a try. We are major fans of great … Continue reading
Call Center Zappos Style!
Zappos is renowned worldwide for exemplifying exceptional customer service. The company’s founder and CEO Tony Zappos wrote a book, Delivering Happiness, that was listed on The New York Times Best Sellers list for 27 consecutive weeks. “Zappos invests in the … Continue reading
Lifetime Warranty
Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair … Continue reading
The Halloween of Service
Halloween has come and gone! Parents reflect on October 31st with colorful pictures in their minds—sugar highs, “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! But, the phrase … Continue reading
Customer-Centric Crisis Management
On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the … Continue reading