Hard data versus cute puppies
Yesterday, I received the message below in an email from a blog reader: Ever since I passed your blog to my store manager… I have
October 12, 2011
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Poor service is our policy
This post is the third in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 4, 2011
Good timber
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared
September 13, 2011
Nickel and diming kills the goose
Remember the Aesop’s Fable, The Goose with the Golden Eggs? A man and his wife had the good fortune to own a goose that laid
August 1, 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
Profits follow exceptional customer service
Yesterday I went to my local King Soopers to buy the last few ingredients for our Cinco de Mayo celebration. As I was awaiting check-out
May 6, 2011
Service Elevated!
Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more
September 29, 2010
Energy flows where attention goes
Many companies do an effective job of training their employees and holding them accountable to certain job functions. For instance, in the checkout line at
September 3, 2010
Delighted customers will pay more
Why do executives tend to support instituting fees that they know will annoy customers and yet oppose investments in training and other processes that will
August 25, 2010
