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Don’t get me wrong … Working on the improvement and development of customer experiences is what we need to do. However, like so many of the customer-focused solutions that have come and gone before it, we’ve lost the forest for the trees.
For example, there are 47 pages of Google images for “…
Continue reading "3 Actions to Battle Customer Experience Fatigue"“How do we define service at this company?” If you were to send that question in an e-mail to the person responsible for operations, the person responsible for hiring, the person responsible for marketing, the person responsible for sales, the head of your company, and a front-line employee …
Continue reading "Is Your Service Language Calibrated?"The Daily Fix has served as an outlet for many bad customer service stories. And every once in a while, we toast the companies who are doing things right. (Basic psychology – reinforce positively to maintain desired behavior.) Here’s a sample of one CEO who’s making the grade – and it’s not for a…
Continue reading "Celebrating a CEO Who’s Doing It Right"As if being a parent weren’t already laden with worries and considerations: Parental controls on the television and internet don’t hold a candle to this report summarizing a massive recall by Mattel toys. They recalled almost 1 million Chinese-made toys because they may contain lead. Eighty-three…
Continue reading "Getting the Lead Out: Another Poor Customer Recovery"Are old-world retailers keeping up? You know, the ones that existed since the beginning of time? Like Macy’s at almost 150 years old. Have they adapted to today’s market demands and trends?
I can’t speak from experience for all these older retailers, but I can share a Macy’s experience from this w…
Continue reading "Are Old-World Retailers Meeting Customer Needs Today?"There are so many hotels to choose from today, how do we differentiate the overall experience? Is it the customer service, esthetics of the environment, amenities and services, or all of the above? What makes a 5-star hotel worth its rating?
I recently spent four nights at the Mandarin Oriental in…
Continue reading "What Should 5-Star Hospitality Look Like?"I’m alive, but man — what an insane last couple of weeks, both personally and professionally. I’ll be blogging about the executive search-related issues after they get resolved, but not now.
On the personal front, my wife gave birth to our new baby daughter, Vivian Marie, on June 18. …
Continue reading "Caring as Marketing"I know. You are all sick of hearing how wonderful Apple is, but bear with me. Randall Stross wrote a great piece in yesterday’s New York Times and I want to emphasize a few of his points, especially from the marketing perspective.
First – Just read the title of the article for a big clue: “Apple’s…
Continue reading "Apple Exemplifies ‘Connection’ With Retail Customers"I love my children’s pediatrician. He’s great not only with the kids, but also with the parents. Although he’s got to be under enormous pressure, he never makes direct conversations feel rushed.
He appears to be genuinely glad to answer any and all questions the parents have, and he doesn’t make i…
Continue reading "Curing Customer Service at the Doctor’s Office"As I entered my hotel suite on last week’s business trip to Lincoln, Nebraska, I discovered the nicest note on my pillow. It was a simple message, but one that made the brand experience so positive. And it didn’t cost a ton of money either.
What it did do was send a kind message to welcome me in a…
Continue reading "‘Suite’ Customer Service"
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