Category Archives: Customer Centric

Innovative Service: Trust as a Service Centerpiece

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting … Continue reading

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Who Drives Your Customer’s Experience

My wife has a new ear doctor!  He has great bedside manner and obvious, deep medical expertise.  But, the start and finish of her first visit left her wondering how well he understood the complete patient experience. I went with … Continue reading

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Service Renovation

My neighbor next door to my getaway river house is renovating his house.  He recently bought it and decided to add a large screened porch on the river side, a carport, and an extra bedroom.  His construction steps have been … Continue reading

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Flowers for Customers

Flowers are warm expressions of affection, compassion and interest.  We dial the florist at Easter for lilies.  During winter holidays we send people poinsettias.  On Mother’s day we order her roses.  A dozen red roses delivered to the office is … Continue reading

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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

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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

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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

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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

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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

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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

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