Tag: service quality
Don’t Paper Over the Reality of Customer Experience
You’ve probably seen that embarrassing Seinfield episode (weren’t they all?) when Elaine is in a public restroom and realizes that there’s no toilet paper in her stall. If this has ever happened to you, it... Continue readingHow Customer Service Can Neglect Customer Care
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent, challenging... Continue reading
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