The impact of accretion in hospitality
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby
January 8, 2024
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The Elusive 8th Simple Way to Raise Customer Service Quality
Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service
October 15, 2021
Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
Surprise and Delight is Not a Strategy
Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or
June 7, 2019
Nuance is never obvious
Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives
November 8, 2016
How to win customers in 2016
With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. My reaction
January 3, 2016
You’re not entitled to a 10
Earlier this week, I hired a local handyman service to knock out my “honey-do” list so that I was assured a weekend of uninterrupted football
October 2, 2015
Balancing service quality and volume
This is the fifth post in a series that will explore a set of questions I received from participants during a recent webinar on the
February 17, 2014
Coffee. Above all else. (Including customer service.)
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward
August 21, 2010
