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 several area McDonald’s children’s play areas. If you missed it, here’s the story and a shocking video tour of her local McDonald’s Playland. As a
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 you will have encountered one or more of these obstacles in your own business? The fourth obstacle is nonchalance. Nonchalance is defined as having an
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 of sliced turkey from the deli counter. Sometimes I pass on deli meat if there’s a wait but today I was in luck as there
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 corporate life. We want rain on our terms, when it’s convenient, so that it does not interfere with our plans. In business, we’d prefer that
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 titled, Ozymandias. The poem by Percy Bysshe Shelley features the decaying remnants of a statue erected to the renowned and mighty King Ozymandias, bearing the
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 to a customer satisfaction survey? Sometimes these surveys appear in your email box following a purchase. Other times, hard copy surveys arrive in your mailbox
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 on 52 inches of high definition eye candy. I only have about 500 words, so I’ll spare you most of the gory details of my
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 of connection that’s equally important to the long-term success of an airline: personal connections. I recently read a Wall Street Journal article about the customer
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 definitions of customer service and decide for themselves how they view customers: as honored guests who contribute to the success of the enterprise or as
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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