Providing a pleasant surprise that adds an unexpected perk to an otherwise ordinary experience, is an effective way to express one’s uniqueness while making it memorable for customers. Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How
The results are in from the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Study. According to the study, hotels are feeling the double economic pinch of less leisure travel and higher operating expenses costs. They are trying to manage their costs at the same time they meet
Last night I pulled into the parking lot of my local Chick-fil-A and noticed an employee wearing a bright yellow Chick-fil-A raincoat and holding an over-sized black and white umbrella—as it was pouring outside. At first I thought he was leaving work and heading to his car but then I
Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results. My hope is that the information can be used to improve the product and service quality for those who choose to read it, share it,
My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my boys had a chance to try them out, we learned that the reception was poor if the handsets were more than one or two rooms
I’d like to contrast my last post, When people compete, products get better, with an illustration of abundance mentality and consumer choice. My father-in-law is a restaurateur here in Denver. Several years ago, he took out a full-page ad in the local newspaper that read, “Take this ad to your
There’s a bagel restaurant in my neighborhood that posts a sign on its front door that reads, “No outside food or drink!” Apparently, the owner feels threatened by the Starbucks kiosk located inside the Albertsons supermarket next door. The owner must think that by posting this sign he will deter
I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems that a couple of years ago she started an incentive program to increase add-on sales of bottled water, cookies, and other high margin items. She
Ever noticed the greeting you receive more often than not by the person bagging your groceries at your local supermarket? If your local supermarket is like mine, it probably sounds something like this: “Paper or plastic?” All too often, appropriate greetings have left the repertoire of most customer-facing employees in
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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