We often think about setting goals for a sporting event or for work objectives, yet we tend to think of New Year’s Resolutions only for our personal fortitudes. When we think of service, we think of setting goals for better performance, better metrics, better CSAT or NPS scores, yet we don’t think about Service Resolutions. [...]
The headlines are rife with stories of outraged and disenfranchised customers. Whether it is airline passengers being involuntarily removed from the aircraft, cable TV customers adrift in a sea of failed billing practices, utility customers unable to comprehend their bill, or someone waiting in line at the DMV, the fact is that many customers are [...]
I recently met some family members for a special dinner at a well-known “trendy” hotel Penthouse restaurant. We were all excited to eat there, soak up the atmosphere and of course enjoy the beautiful panoramic views of the beach and the city. Having been to this restaurant previously for lunch, I convinced the family that [...]
I recently went to my lunch place for my usual salad. However my favorite waiter who makes my special requests simple and easy was not there. As I was being seated by another waiter, he said to me that he remembered my complex order last time, and that I didn’t eat the extra tomatoes I [...]
Like many others, I am a true sucker for online marketing. Yep, I am a marketer’s best friend. I recently made a purchase online without checking the reviews of the product or the company that sold it. As a marketer’s dream, I am willing to “give it a go” as they say. Well, when the product [...]
We have all been taught that we need clear processes and procedures for our employees to follow and for our customers to understand. Companies spend every single day refining processes and re-focusing the internal “procedures”, despite the fix often being at the detriment of the customer experience. Critical to bringing about better and more customer [...]
Taking responsibility and honoring promises and prices as well as on the consumer side, having the correct information is absolutely 'your job, your responsibility.' Recently, I came across and 'met' a new handbag I fell in love with. In fact, it truly was love at first sight. The way the silver chained handles looked and [...]
My new role requires me to go from taking public transportation into the city to driving to the office each day. As my current car lease was due to expire, I made the decision to purchase a new car. The experience could not have been easier. I explained the amount I was willing to spend/pay, [...]
The earliest part of the customer journey must be factored in and considered to be most important. It sets the tone for the remainder of the journey or the experience. We often add in unnecessary processes and hurdles to go through before starting the journey or sometimes value different steps to be more or less [...]
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