by jamie | Aug 19, 2021 | Customer Experience, Moment of Truth
It was 92 degrees and I desperately needed to find shade while waiting for my car to pass its annual state inspection. I hunkered down on a shady bench outside a tobacco shop in an adjacent strip mall. It was the first bench I saw. For the next 45 minutes,...
by jamie | Jan 21, 2020 | Customer Experience, Moment of Truth
My husband and I have a tradition of going to Brigantessa for dinner on Christmas Eve and afterwards we always go for a drive to view some amazing South Philly light displays – The Miracle on South 13th Street and 2700 Smedley Street. This year we decided it was...
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 | 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 | Jul 6, 2015 | Customer Experience, Moment of Truth, Service recovery
I love going out to eat, especially when it’s somewhere new. Throw in an award winning chef and a memorable ambiance and you have a recipe for success.Well, not exactly.Service is a key ingredient, too. I am much more likely to return to a restaurant with...
by jamie | Jun 3, 2015 | Culture Shift, Customer Experience
The word concierge has long been synonymous with white glove service. However, I’d like to argue that many businesses are putting too much emphasis on the word itself and not on the actions of its staff. Over the last decade the profession has expanded...
