Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding to a customer satisfaction survey? Sometimes these surveys appear in your email box following a purchase. Other times, hard copy surveys arrive in your mailbox
As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s live music is too loud to hold a conversation or the restaurant’s lighting is too dim to easily read the menu. Although these establishments are
Last week I reached out to publishing coach, Dr. Kent Gustavson for his counsel regarding a book project that I’m pursuing. Although we’ve never met in person, I’ve known Kent virtually for the past two years. During that time, he’s provided me with several hours of his time over email
Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the service I receive as a customer. One of the questions that’s often discussed and debated
Yesterday I went to my local King Soopers to buy the last few ingredients for our Cinco de Mayo celebration. As I was awaiting check-out in the express lane, the customer ahead of me questioned the price of a loaf of Sara Lee white bread. I’m not sure what he
“I feel like a number. Feel like a number. Feel like a stranger. A stranger in this land. I feel like a number. I’m not a number.” Even as companies emphasize the importance of personalizing their service in order to create unique and individualized experiences for their customers, these lyrics
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