Support local restaurants during Covid-19
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S.
November 3, 2020
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A little “extra” can leave a BIG impression
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity,
January 27, 2020
Three Truths of Exceptional Customer Service
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a
December 31, 2019
The true cost of outsourcing
Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service
March 30, 2019
Ignoring customers is bad for business
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the
April 12, 2017
What’s in a name?
Last month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee by
May 14, 2015
Do your best customers feel welcomed?
My family and I will travel to Breckenridge next month over spring break. As we do every year, we’ll be staying at our favorite lodge
March 19, 2015
Unique knowledge separates the best from the good
Voltaire, the 18th-century French philosopher, said, “The best is the enemy of the good.” I love this quote because, to me, it highlights the distinction
September 2, 2014
How apologies influence consumer behavior
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers
July 21, 2014
