Taking a Bold Stand for Service Excellence – How about you?
Raise your hand if you think service and convenience stores are opposing concepts. You can put your hand down now, since this is a blog and I can’t see you. My general impression has always been that convenience stores sell….well convenience and commodities. But my perception was challenged by a fairly recent strategic course adjustment…
Middle Child Customer Experience Syndrome
Ever since Sigmund Freud’s time, psychologists like Alfred Adler have written about the role of birth order and personality. Subsequently, researchers have even defined a cluster of behaviors which they dub the “middle child syndrome.” While I am not here to argue the merits of the label (in fact, recent data calls the concept somewhat…
Signs, Signs, Everywhere Signs
Recently while driving down the long peninsula that is Florida, I paid witness to a myriad of billboards, most of which featured restaurants promoting heaping food portions at attention-getting low prices. Enticing as many were, it was Cracker Barrel’s message that grabbed my attention. Alongside a picture of a pegboard puzzle were the words “Games,…
Screw it up and WIN!
Here’s a reality check. Your business, as well as mine, is going to make mistakes – lots of them. Assuredly we are trying to limit those breakdowns; however, some of our customers wont be raving and may even be raging about a subset of experiences with us. If there is a light at the end…
The Power of Story – Betabrand
I was backstage with Chris Lindland CEO of Betabrand recently at a Zappos All Hands meeting and I couldn’t help but conclude that he may have best demonstrated the power of an “engaging story.” In fact, I would dare to say that for awhile his entire brand with a fable without a deliverable product. Lest…
The Real Reason Your Team Doesn’t Trust You
Today’s guest post is by Mike Figliuolo, the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Here’s Mike: Your team doesn’t trust you. Honestly. They don’t. Trust is key to effective working relationships; yet, as you climb the corporate ladder, trust seems harder to earn and easier to lose. What…
Intention is Fine but Where’s the Service?
You are going to have to indulge me for a moment because the following service breakdown story may initially seem like I’m venting but it is presented to highlights how “good service intentions” just don’t cut it . For me things did not start off well with a new utilities provider. When I called to…
You’ve been Faced at the Bathroom Blogfest 2011
How fun is this? Another year participating in the Bathroom Blogfest! For more on this week of blogging on bathroom and customer experience related themes check out https://www.bathroomblogfest.com/ Now, faster than you can hit the “flush lever” let me “plunge” into my content… I was standing at a urinal in Zappos Headquarters (probably more information than you needed) reading a…
Starbucks blocks electrical outlets in its cafes – What?
As you may have heard from the media, some Starbucks stores are blocking electrical outlets. Since I have been involved with the company and written The Starbucks Experience, I am often asked about decisions that affect Starbucks customers. For today’s blog, I thought I would share my response to a recent inquiry concerning the “outlet…
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