Last month, I received a review copy of The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever by Jeofrey Bean and Sean Van Tyne. Among the companies profiled in the book is EMN8, a manufacturer of self-service kiosks for quick service restaurants (QSR) and
In my previous blog, Pouring profits, I posed the question: “How have you observed businesses capitalizing on (or forfeiting) opportunities to capture revenue and increase profit by offering customers enhanced service experiences?” While the post received a fair number of clicks, there have been no responses to my question. Undeterred,
Last month, a colleague and I had dinner at a Maine microbrewery. Being unfamiliar with its selection of microbrew beers, I ordered a beer flight from our server in order to sample the variety of ales available on tap. For the uninitiated, a beer flight is a selection of beers
It is widely acknowledged that the number one reason customers quit doing business with a company is due to perceived indifference towards them as customers. When I ask audiences to describe what it feels like to be treated indifferently, I receive responses such as, “I feel unimportant” and “I feel
The Greek philosopher, Plato, said, “Be kind, for everyone you meet is fighting a hard battle.” It’s true. No one is excluded from life’s challenges—whether these setbacks involve health, relationships, money, or some other dimension of our lives. There’s a tendency to see our own situation as unique—as if no
This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these obstacles in your own business? The tenth obstacle is missed opportunities. Two years ago, I wrote a
The other night as my children gathered at the kitchen table for Brownies a la Mode, my daughter, Kennedy, became upset at her older brother for teasing her about something and began to cry. My wife tried to console her but she continued to cry. I then said to Kennedy,
This post is the ninth 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 ninth obstacle is deception. Deception encompasses everything from the fine
Have you ever been treated to a fine dining experience where the host hands you the wine list saying, “Why don’t you select the wine. Remember, it’s my treat.” As you scan the wine list, a bottle of Far Niente Cabernet Sauvignon catches your eye but at $200 a bottle,
The Revelation Conversation is Here!
