Tag: customer experience
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
Try Not to Waste a Customer Care Opportunity
According to Wikipedia, Lean Manufacturing, sometimes referred to simply as Lean, “is a production practice that considers the expenditure of resources for any goal other than the creation of value for the end customer to... Continue reading
This Is the Story of a Successful Service Recovery
Last week I met with Terri Bartlett, the intrepid president of Marketing EDGE, for lunch at Forty Four, the restaurant at the Royalton Hotel in Manhattan. We had lots to talk about, and didn’t even... Continue reading
Jeni’s Tasty Recipe for Customer Engagement
Visit the original Jeni’s Splendid Ice Creams shop in Columbus, Ohio, and its sense of quirkiness and celebration will draw you in right away. It’s a strong case study in hooking and involving customers. Here... Continue reading
Excellent Service Means Managing Customers’ Expectations
Google the phrase “managing expectations” and you’ll get 66 million hits. A search for the refinement “customer expectations” brings back 54 million hits. With so much information available, and so much interest, it’s amazing that... Continue reading
If Words and Tone Conflict, Tone Is the Winner
“Good evening, Ladies and Gentlemen, and welcome aboard our flight, leaving Port Columbus, Ohio, this evening on its way to New York’s La Guardia airport. Our flight time will be one hour and forty minutes.... Continue reading
Watch Out for the Emptiness of Empowerment
Long, long ago, maybe back in the ’80s, “empowerment” was the hot new thing in workplaces. The word itself had a regenerative, creative, motivating sound. It held the possibility that, instead of laboring under bureaucratic... Continue reading
“That’s The Way (I Like It)”: When Customers Sing the Wrong Song
Perhaps we’ve trained customers to believe that they’re always right or “king” so thoroughly that some of them feel “special” enough to violate institutional norms with impunity. Some of the behavior I witnessed during a... Continue reading