Tag Archives: Customer Experience

The New Normal Has Happened Before by Randy G. Pennington

“When will things get back to normal?” That question has been asked countless times since the economic meltdown of 2008. Most people want to know when the job market will bounce back; the economy will return to something close to … 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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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

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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

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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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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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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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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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Service and the Art of Grilling

Holidays like Labor Day are excellent times to sharpen your grilling skills.  I am an avid steak griller.  When entertaining guests, it is important to begin the grilling process by gathering a bit of steak intelligence.  From rare to well … Continue reading

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