This is the third post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: How can you incent or encourage voluntary behaviors that get to customer delight if it’s not part of the expected
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”
This is the first post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to
Last month while working in Las Vegas, a funny thing happened. I was in my hotel room preparing to speak to a group at The Venetian hotel. I checked the clock and realized I was on in 90 minutes and so, put my laptop in my bag, slipped on my
Last week, my work brought me to Las Vegas. My first night in town, Sunday, I was on my own for dinner and decided to try CUT steakhouse along Restaurant Row between the The Venetian and The Palazzo hotels. Since I was dining alone, I sat at the bar where
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the cake be decorated with “assorted flowers in her favorite colors of purple, blue, and turquoise,” when I stopped by to pick up the cake on Sunday
Over the weekend, my wife and I drove to Southlands mall in Aurora, Colorado to do a little shopping. Southlands is an outdoor mall with a four-block Main Street that is flanked on both sides by an array of retail stores and restaurants. We expected the mall to be bustling
I was recently trawling TripAdvisor reviews for a client in the Caribbean when I came across a 3-star (out of a possible 5 stars) review titled, “Best location, wish they maintained it well.” The reviewer went on to criticize the hotel’s “un-manicured” and “poorly maintained” grounds, implying that management was
While on vacation with my family last week in Anaheim, California, I had two encounters with frontline employees that illustrated the importance of language in fulfilling a carefully designed experience. The first occurred at Disneyland, famous for its “Happiest Place On Earth” moniker. A cast member (Disney’s term for its
The Revelation Conversation is Here!
