Last week I came across the story of an Arizona college professor and mother of four, Dr. Erin Carr-Jordan, who discovered alarmingly unsanitary conditions at several area McDonald’s children’s play areas. If you missed it, here’s the story and a shocking video tour of her local McDonald’s Playland. As a
Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that he had achieved Marriott Rewards Platinum Elite status after spending more than 75 nights in Marriott hotels around the world the previous year. He began
This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The sixth obstacle is a low-trust service culture. A low-trust service
This post is the fifth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The fifth obstacle is adversarialism. Adversarialism is an attitude that conveys
Yesterday, I received the message below in an email from a blog reader: Ever since I passed your blog to my store manager… I have gotten the vibe that (my interest in improved customer service) is viewed like a puppy…cute but meaningless to the Corporation’s ideals… Profit for the shareholder
This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The fourth obstacle is nonchalance. Nonchalance is defined as having an
This post is the third in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The third obstacle is customer-unfriendly policies. I recently stayed at a
If you’ve been following my blog for a while, you may recall my 2009 and 2010 posts that were critical of Customer Service Week (October 3-7, 2011). While I have no issue with celebrating customers, I do take exception to the hypocrisy of those companies who participate in Customer Service
This post is the second in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The second obstacle is insufficient employee training. Recently a large family
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