by jamie | Mar 24, 2026 | Service recovery
As a customer a click of a button can secure a reservation, class, appointment or purchase. A click of a button is usually effortless and it’s why many customers gravitate toward this automated option. For some purchase decisions, it might be the only...
by jamie | Nov 24, 2025 | Empowerment
Are you headed to someone else’s house this holiday season? Making a great first impression as an invited guest will bring joy to the host and will ensure you receive a repeat invite. Here are my “Five Diamond” suggestions to be sure you stand out in a positive way....
by jamie | Oct 29, 2025 | Customer Experience
True or false? Service recovery should involve a scripted and automated reply. Service recovery should require the customer to do extra work. Service recovery should leave the customer without a solution. I had been waiting six months to see a new doctor...
by jamie | Sep 17, 2025 | Uncategorized
The start of third grade has been trickier to navigate for my 8-year-old daughter. She now has homework. Everyday, Monday through Thursday. At first she was very excited. Then she began to question its purpose. “Reinforcement”, I said. “It reinforces what your teacher...
by jamie | Jul 16, 2025 | Uncategorized
When it comes to customer support, a human who promptly answers the phone, expresses empathy and provides a swift solution is all that we need. Right? Recently my family ordered Guess Who?, the board game first released in the United States in 1982. It was a staple in...
