Posts tagged as:

ultimate customer experience

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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When “customer service” goes overboard…

4 comments August 16, 2011

Naturally, our organizations — and, hopefully, we as individuals, as well — are always seeking ways in which we can serve our customers more effectively and create more compelling connections with them. Sometimes, however, things go awry. And, here’s a pretty incredible example… In an article from MSNBC.com — where the headline writer obviously isn’t [...]

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Arrival in Australia!

July 16, 2011

…just arrived in Sydney for my first trip to Australia! It’s a thrill to be here!

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“Anything You Want” may be everything you need…

July 7, 2011

Larry Winget, Joe Calloway, Randy Pennington, John Bledsoe, and I have a deal. The five of us have an oath: If one of us sends an email saying, “Read this book!” the rest of us will all immediately purchase it! …no questions asked. There’s no, “What’s it about?” or “Why did you like it?” We [...]

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Fans are the real winner at Wimbledon…and what are YOU?

1 comment July 5, 2011

The most classic of tennis’ Grand Slams was completed this past weekend, with two relative unknowns to most of us winning the championships at Wimbledon. However, as a Sports Illustrated article from June 27 pointed out, the real winners at the All England Club are the fans. Why? In part, because — unlike most other [...]

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RIM employee sees bleak days for BlackBerrys…

July 1, 2011

Blogger Bob Lefsetz sent a link out yesterday that has had my head reeling ever since I clicked on it. It’s quite stunning, actually. BGR.com purports it to be an open letter written by a “high level” employee of Research in Motion (RIM) to senior leadership, detailing his loss of confidence in the organization, and [...]

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How Wolfgang Puck continues to stay on top…

June 28, 2011

Sure, I have seen the multitude of pictures from the paparazzi of celebrities entering and departing famed Beverly Hills eatery, Spago. It was part of the reason I thought it would be a great place to take my wife, Tammy, to dinner for her birthday. (This birthday was one of the “big ones,” too, if [...]

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