by jamie | May 7, 2024 | Anticipating Needs, Customer Experience
“We’re out of orange juice. Can I get you something else?” – asked our breakfast server at 8am on a Tuesday morning at our full service hotel’s restaurant. I didn’t want cranberry juice or grapefruit juice (their suggested substitutions), and figuring I’d stick my...
by jamie | Apr 5, 2024 | Employee Engagement
Employees who are required to attend an educational training deserve a learning environment that will foster personal and team growth. If you are on the planning team, you can control a multitude of environmental factors before the big day arrives and help ensure...
by jamie | Mar 18, 2024 | Culture Shift, Employee Engagement
I was in a committee meeting last week unexpectedly dominated by a bully: ✓ They controlled the agenda and flow of conversation. ✓ They weren’t open to other people’s ideas or suggestions. ✓ They always had to have the final say. This was a new committee and our very...
by jamie | Feb 21, 2024 | Customer Experience, Personalized Service
Are you finding ways to surprise and delight your customers? Customers initially choose to spend money on your product or service because either they need or want what you offer. Maybe the price/location is right. Or they’ve seen or heard a good review. But this...
by jamie | Jan 16, 2024 | Customer Experience, Employee Engagement, Service recovery
Do you put yourselves in the shoes of your customers? When you do, is the experience memorable? Does it feel effortless? I naturally do this while traveling with my family, not just because I’m a #customerexperience consultant. I truly can’t help myself!...
