19
Dec

The NO PROBLEM – Problem!

I recently encountered a problem that I didn’t know existed. Are you aware that “NO PROBLEM” is a problem?  Specifically the term can have a negative impact on the customer experience. I was in a restaurant last week, having dinner with my family. We were eating at an earlier time, so the restaurant was relatively quiet. The couple beside us …
11
Dec

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …
11
Nov

IKEA I am WOWed! New President! New Customer Experience!

IKEA you have WOWed me! I didn’t know that was possible. Two places that I hate to be: Walmart – during the holiday season IKEA – on any given Saturday. I know I am not alone in this! I know, I know – so many of you are dedicated to the uber modern IKEA. Although I hate shopping at the store, I do like their furniture, and their price …
04
Nov

Cash Mob! 6 Business Lessons in Humanity

In Levittown, New York – there is a real “It’s a Wonderful Life” happening. For those who have seen the classic movie, you will remember that a kind and hard-working George Bailey is given something special on Christmas Eve. The townspeople arrive to show how much George means to the community, and help financially to save …
28
Oct

Reinvent Work Like Nenshi is Reinventing Government

Imagine an organization where the leaders were 100% transparent about what the organization was doing throughout a crisis. Imagine an organization where the leader placed compete trust in customers to do the right thing within their business. How about an organization where people feel so connected to the overriding purpose that they volunteer to help …
16
Oct

Lack of Trust = Bodily Functions in Customer Experience

Organizational Trust is critical to high performance and success. On the other hand, if employees are treated unfairly as thieves and criminals, they will understandably become disgruntled, and have an impact on overall company success. The Bodily Function Story! Last week, I walked into a large department store. I had a large bag with me, a purse, …
07
Oct

My eHarmony Story

You’ve heard the online dating success stories: “my friend Sam met her husband on eHarmony”, or “I was just at an eHarmony wedding”. As a single person in the 21st century, I had to give eHarmony a try. So why write about it on my business blog?  Because my eHarmony story is actually about a lack of digital fluency, extremely poor customer …
28
Aug

Little Things Make A BIG Difference To Customer Service!

Look out for the little BIG things that your employees do every day. Awesome customer service choices (even if small) add up. And, more importantly – they are helping you keep your business alive. Look for your hidden gems! They work hard, take pride in their work, and usually have a smile on their face. According to the Workplace Reinvention …