customer experience Archives - Page 7 of 7

The Customer Cares: Good Design, Poor Design

If you’ve been reading this blog for a while, you know that I care a lot about how it feels to work in my office. (See The Pleasures of the Office.) My extensive collection of... Continue reading

Is It Really So Hard to Nail Down Customer Loyalty?

I’ve gone to the same tiny nail salon for a number of years. My visits depend on my work and travel schedule, but no matter how many weeks apart, I’ve always gone on a Monday... Continue reading

2 Powerful Steps to Improved Customer Service

The Customer is always right, comes first, and is King! And Service is our middle name, with a smile. These are lovely slogans and declarations of intent -- but truthfully, people tend to pay more... Continue reading

Making Extraordinary Service Look Easy

I’m not a fan of inter-organizational benchmarking: It’s almost impossible to replicate someone else’s successes when you don’t have their operating model, or to replicate their practices or techniques when you don’t have their culture... Continue reading

Should There Be a Way to Standarde Exceptions?

I’ve been ordering a new drink at Starbucks lately. I’ve had this drink at one airport, one hotel, one highway rest stop, on two coasts, in three states, and at a number of local stores.... Continue reading

What Your Customer Can’t (and Shouldn’t Have to) Do For You

It is not your customer’s job to… …make you feel good or comfortable or safe, …know the constraints you labor under, …understand what you wish they would say or do, …figure out your business model,... Continue reading

Travels, Travails, and Truths

As a frequent flier and someone who craves autonomy, I prefer an aisle seat. It’s the only way to preserve some slight distance between overly assertive or careless neighbors and me. It also lets me... Continue reading

Nearly Sleepless in Seattle

Here’s the scenario: It’s 11:15 at night in Seattle. Daughter and I are trying to check into a moderately-priced airport hotel for a layover on our way to Vancouver. The complication is that I am... Continue reading

Lying on the Menu

It was a special lunch, and the three of us were a little excited. Daughter ordered the salmon, which impressed the waitress. I ordered the burger (Daughter’s second choice, as insurance). Spouse asked for a... Continue reading

Workplace Wisdom Blog

Tag: customer experience