Would you have your wedding at Starbucks? Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company…
Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are
I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet”…
Easy Wins
Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel. It’s hard not to notice, however, how our great escape efforts are often marked by so much preparatory and participatory stress. Marketing guru (and a man who was kind enough to endorse my Zappos Experience book) Seth Godin recently posted…
How to Get a Solid Return on Workplace Fun
It happens in many places and in many ways, but it is a consistent theme for employees at Zappos…they practice random acts of fun and weirdness. Maybe you were in an airport during the hectic holiday season when seven different flights participated in a Zappos-themed game of Wheel of Fortune…baggage claim style. If your luggage…
Making it Right: Turning Breakdown Experiences into Forever Customers
It happens from time to time, despite your best efforts. Your business dutifully prepares for seemingly every contingency and investigates each process fault point. Yet, once in awhile, something still manages to fall apart when trying to serve a customer. The work of researchers like Amy Smith and Ruth Bolton published in the Journal of…
Five Points for Perfecting Customer Interactions
Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to my emails in a timely manner. The message from one organization was personal, robust with information, and warm. It was written by a specific individual, or perhaps generated to look like…
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