Category Archives: Customer Devotion

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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Save the Date for Customers

We have all gotten them…those notices to “Save the Date.”  It is an invitee’s attempt to make sure a special event—a wedding, a party or a big deal meeting—gets logged onto our calendars before the official invite can be sent.  … Continue reading

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It’s Not Meant for You

The Super Bowl ads are a large part of the annual event’s appeal.  It seems like the occasion sports more advertising creativity than any other occasion.  Who can forget the elegance of the Budweiser Clydesdale horses galloping in sync with … Continue reading

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Spicing Up Service

Holiday turkey is not the same without dressing!  And, no chef, cook or wanna-be would make dressing without sage.  It is a spice used for few other dishes than dressing.  Even if it takes yet another trip to the crowded … Continue reading

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Great Service Susan Style!

We were working with a client in San Jose, CA and staying at one of our favorite Marriott hotels. When we entered the hotel restaurant for breakfast the manager on duty remembered us (we had not been there in 6 … Continue reading

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Great Service the Atlanta Cycling Way!

Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top … Continue reading

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What’s On Your Calendar?

We have been noticing how almost anyone in organizations these days can check everyone else’s calendar on their intranet.  It might be contributing to the meeting mania that seems to be mushrooming; “number of meetings” booked has emerged as the … Continue reading

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Winning the Service Masters

The concept of the Leader Board got me thinking.  The traditional use of a leader board is a large billboard showing the scores in descending order of the players in a golf tournament.  What would a Service Leader Board be … Continue reading

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Serving Eagles

An eagle got the neighbors talking.  My backyard fronts a large lake with a cove wrapping around each side of the lot.  Peering out the side window early one morning, we spotted a giant American eagle struggling to get out … Continue reading

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What Can Lexus Teach Us About Service?

Our friend Shaun Smith, of Smith+co in London, shared with us his favorite Lexus story as an example. A BMW owner walked into a Lexus dealership and announced that he was considering changing automobile brands. He had seen an ad … Continue reading

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