Last week, I was asked to weigh in on a conversation debating the value of organizations investing in omnichannel, a seamless approach to the consumer experience through all available shopping channels (e.g., mobile devices, computers, physical stores, etc.). It’s difficult to imagine a scenario whereby omnichannel is optional for those
Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer balconies with spectacular slope side views, spa showers, granite countertops, and high-end appliances. Imagine that you were a guest at this lodge and noticed that
My brother-in-law is an administrator at a high school in Sioux Falls. One day, he encountered a freshmen student in the hall who was visibly upset because another student said he was short. Todd invited the student into his office and asked, “What’s the problem?” To which the student exclaimed,
I recently received a review copy of The Energy Bus by Jon Gordon. It was a quick read consisting of 34 short chapters—some of which were only two pages long. The book relates a fictional story about George, a mid-level manager whose work and family life was in disarray before
This post is the eighth in a series that will identify 10 different customer service 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 eighth obstacle is a lack of confidence in
I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When I share this statistic with groups, most participants are shocked: “How is it that so many people claim to be treated indifferently? That’s appalling!” And
The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the restaurant. Most of the time, the question you will hear is this: “How was everything?” And I can even anticipate the likely response: “Fine.” A
My family and I recently dined out at a quick service Mexican grill. While I was providing my order to the prep person behind the counter, I observed the sales transaction of the customer who was ahead of me. At no point during the transaction did the cashier smile or
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour group just arrived at your hotel or restaurant, or you’re short-staffed due to job vacancies, call-offs, or lean scheduling, and a line is forming… In
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