Taking a Bold Stand for Service Excellence – How about you?
Raise your hand if you think service and convenience stores are opposing concepts. You can put your hand down now, since this is a blog and I can’t see you. My general impression has always been that convenience stores sell….well convenience and commodities. But my perception was challenged by a fairly recent strategic course adjustment…
Signs, Signs, Everywhere Signs
Recently while driving down the long peninsula that is Florida, I paid witness to a myriad of billboards, most of which featured restaurants promoting heaping food portions at attention-getting low prices. Enticing as many were, it was Cracker Barrel’s message that grabbed my attention. Alongside a picture of a pegboard puzzle were the words “Games,…
The Power of Story – Betabrand
I was backstage with Chris Lindland CEO of Betabrand recently at a Zappos All Hands meeting and I couldn’t help but conclude that he may have best demonstrated the power of an “engaging story.” In fact, I would dare to say that for awhile his entire brand with a fable without a deliverable product. Lest…
Intention is Fine but Where’s the Service?
You are going to have to indulge me for a moment because the following service breakdown story may initially seem like I’m venting but it is presented to highlights how “good service intentions” just don’t cut it . For me things did not start off well with a new utilities provider. When I called to…
Starbucks blocks electrical outlets in its cafes – What?
As you may have heard from the media, some Starbucks stores are blocking electrical outlets. Since I have been involved with the company and written The Starbucks Experience, I am often asked about decisions that affect Starbucks customers. For today’s blog, I thought I would share my response to a recent inquiry concerning the “outlet…
Business partners and a FREE Zappos Gift
T0day, I was fortunate enough to get to speak to an audience regarding co-branding and business partnerships! To draw out core concepts, I asked the group the following questions and thought they might help you consider your essentials of partnering: In your personal life or in business, where have you accomplished more because you partnered…
What’s your favorite breakfast cereal?
I’ve watched Zappos twitter posters and Zappos bloggers effectively deploy questions like that one to engage their social media tribe. I was speaking at an event in Las Vegas today and heard a panelist offer one of the best distinctions between the lead generating benefits of a web page and the relationship building benefits of…
Wounded but Alive – Surviving Zappos Fun Experiences
I was at Zappos HQ today delivering an advance copy of The Zappos Experience book to Tony Hsieh and colleagues (the book will hit bookstores by Oct 15th). Honestly, I was minding my own business when I became a casualty of an errant foam dart flying across the Zappos Insights work area. You have to…
Give Them the Water
I was satisfied by my old dry cleaner but circumstances prompted a change, so I was in the market for a new one. I stopped at several local businesses but most did not accept my preferred form of payment. Finally, a dry cleaner that accepts American Express — but how will the rest of the…
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