Soliciting and Using Customer Feedback: Learning Without Annoying
Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? Does this company “care about” meeting those needs? I carry that evaluation process through every touch point with a brand including if/how they solicit feedback…
The SDI’s of Millennials
In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting damage.…
Memorable WOW Experience Held Together by Coffee Stir Sticks
It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son. Before I get too far into my…
Awaken the Force: Six Powerful Commitments for 2016
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…
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The Starbucks Experience: Leadership Tips eBook
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