by jamie | Nov 1, 2022 | Customer Experience, Personalized Service, Service recovery
Last week I attended my cousin’s wedding in Denver, CO and it was the first plane travel I’ve had in years. One of the many things I absolutely love about travel is the opportunity to observe and experience numerous customer touch points in an accelerated...
by jamie | Oct 25, 2022 | Customer Experience, Employee Engagement
It took 2 phone calls and 3 post office visits (at 3 separate locations) to find my “missing” package. All due to misinformation from the very first person I spoke with and a few misguided recommendations along the way. Yes, I was very frustrated, but it gave me...
by jamie | Sep 15, 2022 | Customer Experience, Employee Engagement
Details matter the most. Especially when you have customer facing employees. Taking that extra step may require additional time and effort, but it provides the customer with correct information and makes for an all-around better experience. While on...
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...
