by jamie | Apr 28, 2023 | Customer Experience, Employee Engagement
Upon waking up on the final morning of our Spring Break trip, we noticed the lights flickering on and off in our hotel room. It was early, around 7am, and we wondered if the hotel was performing necessary maintenance while most of their leisure guests were still...
by jamie | Mar 22, 2023 | Customer Experience, Service recovery
Frequently restaurants have a policy where incomplete parties will not be seated. This was the case at the restaurant where I dined over Valentine’s Day weekend. But sometimes, as you’ll see outlined below, it is necessary to embrace the gray and go off...
by jamie | Feb 27, 2023 | Uncategorized
According to Zen Desk, 67% of customers in 2023 say that they would prefer self-service over speaking with a company representative. But there are certain situations where speaking with a human is critical and when you can’t easily get to one, it’s unacceptable and...
by jamie | Feb 23, 2023 | Uncategorized
Usually when I put on a blazer, a dress and/or heels it is because I’m scheduled to deliver an interactive workshop for a client. Last week I had the rare opportunity to be an attendee at a half day educational program. In some ways it is really hard for me to just...
by jamie | Feb 9, 2023 | Empowerment
January is a pivotal month for most consultants and for me it is no different. Budgets turn over. Decision makers are back in the office. What happens in January can set the tone for the entire year. It’s also a time where as a...
