Posts tagged as:

ultimate customer experience

Opening the Valve to a distinctive organization

1 comment April 30, 2012

Seth Godin recently posted a link to the employee handbook of Valve — the company famous for video games such as “Left 4 Dead,” “Half Life,” “Day of Defeat,” and many others. Founded by former Microsoft employees Gabe Newell and Mike Harrington in 1996, the handbook is so incredibly powerful it could be the source [...]

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Intense caring creates customer cravings

April 20, 2012

“This is the second largest stage in America,” Elton John told the soldout crowd last night in Caesar’s Palace at the Coliseum. “In fact, the stage is so big, when Cher was here, one of her faces fell off and it took days to find it.” The audience laughed — but, some groaned at the [...]

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Just once, wouldn’t you like to hear a business say THIS?

7 comments March 30, 2012

Just noticed where Best Buy is closing 50 of their big box stores nationwide. To be fair, I also see in the article they are opening 100 small, mobile locations at the same time. However, it’s not the change, rather it is how the change is explained, that causes me a bit of amusement. Goldman [...]

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What fails to create an experience also drives customers crazy…

March 16, 2012

Yes, it IS important you receive feedback from your customers. But, good grief, don’t drive your customers crazy by how you attempt to obtain it. My inbox is full with requests for me to respond to customer surveys from every hotel, car rental company, airline, department store, and seedy bar I have visited in the [...]

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An ultimate experience from a reliable source

January 27, 2012

I’m flying from Baltimore to Vegas on an airline I don’t normally take…usually I would go Delta for the SkyMiles, but this airline has a non-stop, arriving two hours earlier, and I need the sleep. In the middle of the 5½ hour trip, a flight attendant makes an announcement, naming two passengers, and asking them [...]

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Seasonal employees can make an enduring impression…

November 29, 2011

It’s the time of year many organizations are adding “seasonal help.” In other words, they are increasing staff through temporary hires to get them through the busy holiday season. A quick web search revealed many companies adding employees to get them through the crunch of business. Of particular note was the number of newspapers both [...]

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Is customer loyalty dead?

October 27, 2011

After another speaker at a conference where I was keynoting in California suggested “customer loyalty is dead,” I decided to offer you an alternative viewpoint.

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A terrific event in Slovakia!

October 16, 2011

Thanks to all my new friends in Bratislava, Slovakia! The “Big Ideas for CEE” conference sponsored by Soitron — with conference management from Speakers, s.r.o. — featured speakers such as chess grandmaster Garry Kasparov, Peter Littmann – the leader who made Hugo Boss a global brand, Joan Laporta – the CEO who took FC Barcelona [...]

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The downside of a good decision…

1 comment October 10, 2011

This morning, CNN/Money is reporting that Netflix CEO Reed Hastings has decided to abandon the convoluted plan to separate the DVD from the streaming video aspects of the company — and also to kill the horribly named new business called Qwikster. The market is responding positively — as of this writing, shares in Netflix are [...]

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Do your employees know why YOU are in business?

5 comments September 29, 2011

The hero of this story asked me not to use her name, or that of her business. I will explain the reason later, but suffice it to say where she works is just a small place Tammy or I will go to once every week or two — and where we have always received excellent [...]

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