Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is […]
What are you doing right now? Regardless how busy you are, it’s always a great time to improve your organization – its culture, its people and its customers. Organizations and individuals start their year at different times, usually attached to a fiscal calendar or the beginning of January. A great opportunity to start fresh, evaluate […]
Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, airline impacts and new opportunities. This is the Customer Experience Storytime […]
OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. (now Relationships at Work) “No, it’s not about sales. It’s about adding humanity to your organization.” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. It’s about building […]
What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises. This is the Customer Experience Storytime tale of… A Delivery Most Foul And so it begins… The Story ACT ONE: David and Anna had just […]
I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people. It’s unbelievably important for employees to know how powerful they are in shaping the customer […]
Travelling to other countries is always interesting. Whether it’s the new experiences, the different cultures or just trying to figure out the currencies, it always makes me think about home and the international differences. Especially customer service and the customer experience. And, Germany was no exception. And it wasn’t good. My first experience was […]
“Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.” – Shep Hyken Recently I found myself in need of an external CD/DVD writer. My Macbook doesn’t […]
I’ve always liked PIG BBQ Joint. I may not have gone to it often but I always enjoyed the “carnivore-to-go” feel at their little location in Victoria, B.C. So, when I heard they were moving to a new location, expanding their menu and adding booze to options…well, I was a lot of excited. I have […]
I met my friend Todd at one of the local pubs, Irish Times, just a few nights ago. I hadn’t been inside in months, not for any negative reason, there is just a lot of different places to eat in town. The night went really well. Our server (Alicia? Alisha? Something with an “A”) did […]
