Category: Customer Loyalty
This Is How Service Efficiency Wins Out Over Customer Comfort
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and customers’ feelings about service providers --... Continue reading
How a Restaurant Disappoints When Service Is Not on the Menu
When does self-service become a barrier rather than a boon? Back at JFK again recently, I returned to Due Amici, hungry for lunch. Now that I knew the drill for ordering off the iPad at... Continue reading
Why You Need to Counteract the Pitfalls of Screened Service
Too much standardization and systematization can eliminate the crucial human element. That was my recent experience at JFK Airport. I had arrived too early for my flight, and decided that instead of grabbing a sandwich,... Continue reading
How Help Can Be More Valuable than Service
Maybe we should stop talking about serving customers and, instead, talk about helping customers: creating a sense of relationship, eliminating problems, and taking care of what customers need. Here’s how I got started on the... Continue reading
What If Your Service Is Two Chairs and a Napkin Short?
A few weeks ago, we attended a gala event, and a series of service bobbles reminded me again that even when service people are perfectly nice, the service itself can still be inadequate. How much... Continue reading
Is Your Service Ivy League or Minor League?
Last week, I met with a client at the Harvard Club in Manhattan. Membership in a university club can be very practical, especially for out-of-towners; the club serves as a well-appointed home-base hotel, providing a... Continue reading
This Is Why Service Requires “I” Contact
The greeter at the door greets you. The barista hands you your drink. The host shows you to your table. The cashier takes your money. The usher takes your ticket and tells you where to... Continue reading
The Problem’s If the Customer Doesn’t Know
Most organizations that realize they’ve made a mistake in caring for, servicing, or communicating with customers, expect to correct the mistake. Organizations need to go the next step, though -- not an extra step, mind... Continue reading