28
Jan

5 Lessons in Personal, Employee and Customer Engagement from a 5-Hour Flight Delay

I am back from a fabulous week in Samana and had to share the story of our travel there, and the lessons it provides for personal, employee and customer engagement. For background, we booked a “roulette” vacation where you don’t know exactly which resort you are staying at until you arrive, and our 6:30 am flight was delayed 5 hours …
13
Sep

Customer Experience in the Fitness Industry Needs a Workout! 8 Lessons.

A recent experience I have had with a GoodLife fitness club has me wondering how long their commodity-based model will be successful as the options available continue to multiply and people like me refuse to accept poor customer experience. I get that fitness clubs are really a commodity business. I guess that’s why they get away with such shoddy …
12
Dec

My Mechanic’s Secret to the Customer Experience

This morning I had the pleasure of visiting my auto mechanic. I know, that’s a strange statement in itself – I mean, how much fun is it to take your car in for a repair? But Brucedale Garage in Hamilton is different. My family has been taking our cars there for years, and so have many other satisfied people. “I truly appreciate your …