by jamie | Jul 15, 2022 | Employee Engagement
My daughter couldn’t go swimming in the lake at our recent Catskills vacation because no lifeguard was on duty. Our passport renewal appointment was cancelled because, again, there wasn’t adequate staffing on a Saturday. Lastly, self-checkout kiosks...
by jamie | Jun 27, 2022 | Employee Engagement, Moment of Truth, Service recovery
Sometimes you just have to laugh, rather than cry, when a customer interaction doesn’t go as planned. This was the case last month when trying to renew my daughter’s passport. But just because you laugh doesn’t mean it’s funny. An in-person...
by jamie | May 26, 2022 | Customer Experience
First impressions matter. In seven seconds or less a customer has formulated an opinion. The personality and behavior of the first employee you come into contact with (even over the phone) is critical, even when it’s a business you’ve frequented...
by jamie | May 15, 2022 | Customer Experience
Every customer interaction matters. Especially when staying at a @Forbestravelguide Five Star property, where customer expectations are at an all time high. Over Spring Break my family had the opportunity to stay at a beautiful destination resort; the same week the...
by jamie | Jan 31, 2022 | Customer Experience, Moment of Truth
Do you prefer a human or automated check out when given the option at a local store? Yesterday, while buying a few items at a local CVS I found myself in a line of customers waiting to checkout and only one cashier. There were two automated checkout...
