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 …
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, …
19
Jun

A store told me they don’t want my business! HuH?!

To be fair, the store didn’t directly tell me that my money wasn’t wanted, but their actions certainly made me feel that way. Here is the situation: It’s the week before Father’s Day. I’m looking for gifts, buying cards, and then….I notice the lonely music store in the mall. Is the store really lonely? Perhaps not. But when I looked …
22
May

I ordered a Double Double, and I received an Experience

I was in a bad mood. My infant son was sick, I wasn’t feeling well, and I was trying to juggle the regular day-to-day activities (work and personal). I decided to go through the Tim Hortons drive-thru for some salvation…a double double, hot coffee hug. Little did I know, I was going to receive more than my usual customer service experience. I admit …
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 …