Back with an Apology: Rare Rewards of Service Professionalism
I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the same time, I am disheartened when service providers take little pride in developing the skills necessary to be true service professionals. It is my belief that automation will replace many…
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of delivery,…
{Guest Infographic} Portrait of a Mobile Consumer
Infographic originally published to VoucherCloud.com & design by Maureen Sanford.