Send your customer away, it’s for the good of all!
I know this will sound crazy at first, but please bear me out. You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests that when businesses truly act like “trusted advisors” (not just…
Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons
What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as “teachable moments” or “food for thought.” Wal-mart announced that, for the Christmas season, it would be offering “free shipping” on most online item purchases (irrespective of order value). This announcement sent…
Do you deliver emotional value? How the little guy beat Coca Cola!
Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca Cola, one of the worlds most powerful brands, not win market share from “the Golden Kola” (a sweet fruity lemon verbena-flaored soda)? Here’s the answer in two words? EMOTIONAL VALUE…
Is your brand a myth, story, or legend?
I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or a legend. Here are some quick definitions to aid your…
5 Ways Customer Service Should NOT be like Politics
As we come to the end of yet another vicious campaign cycle, I couldn’t help thinking about how “would-be public servants” demonstrate the worst of servant leadership. Service should not be like politics, in that service is: 1) about people not power 2) emphasize those being served not the one serving 3) occurs without making…
What would Drucker Do?
Peter Drucker, undoubtedly one of the world’s most influential management consultants, would have been 100 years old next month. Drucker died 5 years ago but his advise is much needed today. Drucker’s body of work spans 39 books and as such is impossible to capture in a short blog but at it’s core his message…
Quality Toilet Paper
I am interrupting my usual blog to playfully participate in Bathroom Blog Fest 2010. To keep with the theme of blogging about “bathrooms” and given my customer experience focus, here is an archived blog…. Quality Toilet Paper They could save a small fortune if only they would buy single ply toilet paper …. But single…
Customer Connections by the Facts Not by Total Nonsense
While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of business leadership. In their book entitled “Hard Facts, Dangerous Half-Truths and Total Nonsense,” Jeffrey Pfeffer and Robert Sutton note, “Business decisions, as many of our colleagues in business and your own…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
