Tag: customer satisfaction
Which Environment Is Being Improved, and Who Really Benefits?
Twice in the past month I’ve stayed at hotels that asked me to participate in new, eco-friendly programs with names like “A Green Choice.” And twice, I agreed to do it, because of the promised... Continue reading
The Devil’s in the Details. For Customer Loyalty, You Need to Be There Too.
How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Pre-Covid, I stayed at a major hotel chain in New Orleans for a... Continue reading
Your Complaint Was Refused? No Surprise, They Don’t Care
If an employee ever says the equivalent of, “Please don’t tell me about your problem; I really don’t want to know,” you can be sure that the organization has bigger problems than the one you... Continue reading
3 Practical Ways to Prevent United Airlines-Style Damage
Oscar Munoz, the CEO of United Airlines, recently ran a public letter of apology as an ad in several major newspapers. A much more detailed, self-abasing version of the apology was sent as an email... Continue reading
Is It Time to Shake Up Shake Shack?
How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built... Continue reading
Who Needs Attention, and Can I Get a Quality Latte with It?
The other morning, I was feeling cranky, unfocused, and unproductive -- the perfect situation for coffee. Sadly, I haven’t been allowed to have caffeine for a couple of years, on doctor’s orders, and I miss... Continue reading
How Can I Help You If I’m Not Listening to You?
“Andy, you’re not listening to me, bro!” This conversation was delivered in a very tense tone by a fellow with a very tense face. There’s a mortgage brokerage on my floor, and sometimes, when the... Continue reading
How to Improve Customer Loyalty by Supporting Your Frontline
“It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful... Continue reading