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
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
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
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
What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and... Continue reading
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