It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed inContinue Reading –
Transforming The Customer Experience
Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales.
Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers andContinue Reading –
Listening. We all know how to do it… but few know how to do it well… and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty.
Even though communication involves two parts – speaking and listening – IContinue Reading –
Consistency is key in many things… but I’m hard pressed to find an area as impactful as the Customer Experience.
Consider the successful consistency in the branding experience of McDonald’s. Anywhere in the world that you want into a McDonald’s, you’ll quickly notice the same theme, colors, food, overall service, etc.
IContinue Reading –
Customer Experience Requires Teamwork
Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors andContinue Reading –