Earlier this month my son, Cooper, and I were at Life Time Fitness. He played basketball inside the main building while I played tennis at another building. Following his workout, he stopped by the café to enjoy a smoothie. After the smoothie had been made, the café employee requested a
Earlier today I stopped by my local supermarket to pick up a few things. After crossing everything off my list, I headed toward the registers. I could have gone to the self-checkout units, which were open and available, but since I was buying an AMEX gift card that required activation
A recent study by Springboard Retail revealed that 68 percent of survey respondents said they are likely or very likely to revisit a clothing store due to a personalized experience. The study lists a number of ways that a retail customer’s experience can be personalized ranging from offering monogramming services
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the elastic laces had cracked. I took a couple of photos, located Bearpaw’s Twitter account, and posted the following tweet on April 5, 2017: @bearpawshoes How do
After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for most employees, is to create a delighted customer), I was approached by an attendee who asked, “Isn’t the real purpose of every business to make
A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts being used by live chat contact center representatives. PART ONE: There were several examples that I liked: Scenario 1) What to do when a customer
For today’s post I thought I’d share an actual email conversation I had last week with a colleague who owns a video production company. It’s raw and real. Nothing has been added, deleted, or otherwise altered to make a point. Our conversation dealt with client service, justice, service recovery, and
The following is a guest post by Chip Bell. Chip’s latest book, Kaleidoscope, uses stories, anecdotes, and quotes to inspire and instruct. If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar with his extensive repertoire of illustrations
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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