by jamie | Nov 7, 2019 | Anticipating Needs, Customer Experience, Employee Engagement
It was a really hot summer. Super hot actually, especially in the city and I found myself patronizing more independent coffee shops since our local Starbucks location had closed its doors. One Sunday afternoon my sister and I decided to head into the new...
by jamie | Nov 7, 2019 | Uncategorized
I had made a big mistake. I wanted to take my daughter berry picking for the first time at a nearby farm. I had checked the website the night before to confirm hours of operation and to see what was ripe for picking. The following morning, after a...
by jamie | May 16, 2019 | Customer Experience, Employee Engagement
By next year, 50% of people will value the customer experience above price and product. My husband definitely falls in the half of the population that is seeking a memorable customer experience. Allow me to share the following example. Josh recently needed...
by jamie | Apr 22, 2019 | Employee Engagement, Personalized Service
While dining at a popular chain restaurant last week I couldn’t help but smile and cringe at the same time when our server Manny first approached. Manny had poor diction, used slang almost every other word, called one of my dining companions “honey” and his...
by jamie | May 2, 2018 | Service recovery, Under promise over deliver
It took 4 staff interactions at a recent hotel stay in Philadelphia to successfully get a mini refrigerator placed in our room: 1) 2:30pm: upon initial check-in with guest service agent who said she would make the necessary request while we were waiting for our room...
