Month: March 2017

Back with an Apology: Rare Rewards of Service Professionalism

I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the same time, I am disheartened when service providers take little pride in developing the skills necessary to be true service professionals. It is my belief that automation will replace many…

View Post about Back with an Apology: Rare Rewards of Service Professionalism

McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of delivery,…

View Post about McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

When The Customer Is Wrong – Should The Business Be Right?

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be truly…

View Post about When The Customer Is Wrong – Should The Business Be Right?

{Guest Infographic} Portrait of a Mobile Consumer

Infographic originally published to VoucherCloud.com & design by Maureen Sanford.

View Post about {Guest Infographic} Portrait of a Mobile Consumer

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article