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…
You’ve been Faced at the Bathroom Blogfest 2011
How fun is this? Another year participating in the Bathroom Blogfest! For more on this week of blogging on bathroom and customer experience related themes check out https://www.bathroomblogfest.com/ Now, faster than you can hit the “flush lever” let me “plunge” into my content… I was standing at a urinal in Zappos Headquarters (probably more information than you needed) reading a…
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…
Experience in an Environment of Fear
Since 2001, I have travelled many times on September 11th. This weekend, however, my travel felt different. From my origin location Denver International Airport through my connections and ultimate destination, travelers appeared anxious and/or apprehensive. In fact, each time we touched down the passenger cabin’s erupted into applause. It seemed as though people had a…
Caring for or about your customer?
It is a subtle but powerful distinction – do you care for or about your customers? I’m not suggesting that you can’t do both but I am asserting that most businesses struggle to do the former let alone the latter. The “caring for” dimension emphasizes service competence while the “caring about” aspect focuses on the…
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The Starbucks Experience: Leadership Tips eBook
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