Last fall I traveled to Philadelphia to meet up with several colleagues at a downtown hotel. At check-in, I received a room key emblazoned with the image of a specialty cocktail. After pocketing the key, I grabbed my bag, and headed toward the elevators. In the elevator lobby I noticed
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
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”
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