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ultimate customer experience

An ultimate experience from a reliable source

0 comments 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?

4 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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Why so many businesses are in trouble…

4 comments September 21, 2011

OK, I realize I am beating this Netflix thing to death — and I promise to take a break on it — however, a new CNN article has me borderline astounded. And, I want to be VERY clear regarding what I think about Netflix’s CEO Reed Hastings’ decisions. I think he is EXACTLY right that [...]

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We need “professional” responsibility as much as “personal”…

3 comments September 16, 2011

Everything from blogs to conferences to television talk shows decry the lack of “personal responsibility.” But, somehow, I’m left with the feeling it doesn’t tell the complete story. The phone in my hotel room started ringing just a bit before 2 AM. Startled, I awoke — immediately worried something might be wrong at home, or [...]

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Are you thinking from the customer’s perspective?

1 comment September 14, 2011

Checking email quickly as I am traveling from Hershey, Pennsylvania to Cedar Rapids, Iowa — not the easiest city pair combination for flights, by the way — I note I have a request from a hotel where I was a guest last week to complete a customer satisfaction survey. As I am always suggesting to [...]

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From Cebu…to YOU…the desire for differentiation!

2 comments September 1, 2011

Rex Carampatana just made some improvements at his gas station. Normally, that’s not the kind of thing that attracts much attention around the world — but, it is the “why” behind the story that makes it a great example for all of us. As the retailer at the Amare Shell Service station along the Cebu [...]

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