Without Desire, Policies are Useless
The other day I spotted a sign in a shared public restroom intended for restaurant employees. It read: “Employees Must Wash Hands Before Returning to
The other day I spotted a sign in a shared public restroom intended for restaurant employees. It read: “Employees Must Wash Hands Before Returning to
I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Being that clarification often results from
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who
Last Saturday night, our family joined my in-laws for dinner out in Parker, Colorado* in celebration of my mother-in-law’s 75th birthday. When my wife made
I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on
A journalist recently contacted me, posing a single question: “What makes good customer service?” This was my response: Let’s start with a definition: Customer service
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street.
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!