I’m not lovin it
Last week I came across the story of an Arizona college professor and mother of four, Dr. Erin Carr-Jordan, who discovered alarmingly unsanitary conditions at
November 1, 2011
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Just a customer
This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 10, 2011
You should not have to wear a red shirt to get noticed
This morning I stopped by my local King Soopers to pick up a few groceries. One of the items on my list was a pound
September 26, 2011
Rain, rain go away!
It occurred to me that rain and customers have a lot in common. Rain is required to sustain physical life. Customers are required to sustain
September 8, 2011
Ozymandias in the boardroom
As I read the June 6, 2011 BNET post, I couldn’t help but reflect on a poem that I read in college 25 years ago
June 9, 2011
Your opinion matters
Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding
May 25, 2011
Best Buy, Worst Service
Last January I was one of those people who bought a new wall-mounted flat screen television set just in time to watch the Super Bowl
March 16, 2011
Delta connections
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type
February 15, 2011
The choice
Though business has its own set of complexities, customer service isn’t one of them. Exceptional customer service is simply a choice. Employees develop their own
February 3, 2011
