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…