The other day an email with the innocuous subject line “Update from Skillshare” hit my inbox. Usually, I ignore the messages I get from online education providers. But I’d posted a course on Skillshare, back... Continue reading
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
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
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
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
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
My friend recently shared a story about a striking customer experience after she accidentally left her wallet at a meeting. When I showed up to claim it, the receptionist asked: “Do you have photo ID?”... Continue reading
“Why can’t we keep our customers happy?!?” a CEO called out during a meeting with his department heads. “Just take care of the problems! What’s the big fuss?!?” And he meant it. But that was... Continue reading
One day last week, in New York City for meetings, I was waiting in line at a subway MetroCard machine, and noticed that the woman behind me was practically vibrating with anger and frustration. Technically,... Continue reading
Whichever software platforms and development methods an organization relies on, the features and functionality that users want aren’t always available. As the Rolling Stones song goes, “if you try sometimes, well, you might find /... Continue reading
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