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Category Archives: Customer Experience
Service Star or Service Planet
Sooner or later the skies become a big topic of conversation with a child A long look coupled with a detailed conversation takes the mentoring dialogue to the really big deal part: Why do some lights twinkle and some do … Continue reading
Posted in Customer Delight, Customer Experience, Great Service is ...
Tagged attitude, great servers
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Is Your Service a Means or an End?
I have a new handyman. And, Mike is terrific. It all started with a simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so … Continue reading
The Customer Most Likely to Succeed
High school reunions are always an interesting time to compare prediction with reality. Invariably someone brings a class yearbook. It triggers many before and after thoughts. Is the homecoming queen as attractive as when she was crowned? Is the “wittiest” … Continue reading
Customers Love “Four-Way Stops”
Four-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over … Continue reading
Posted in Customer Expectations, Customer Experience, Customer Relationship
Tagged Customer Experience, trust
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What Suits Your Attitude?
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. … Continue reading
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
Make Everyday a Respectful Disney Moment
We were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New York City. They are called “Environmental Services” at the Center. The small group task we assigned each of the five … Continue reading
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
Posted in Customer Delight, Customer Devotion, Customer Experience, Customer Value
Tagged valuing customers
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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
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