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!...
by jamie | Nov 29, 2023 | Employee Engagement, Service recovery
One of the many things that bring me professional joy is helping soon to be Septa bus operators think about the many ways they can make a positive first impression with their passengers. I’ve worked with 8 cohorts of bus operators over the last few years and I always...
by jamie | Oct 23, 2023 | Employee Engagement, Empowerment
Jury duty last week was awesome. Yes, awesome. All because one employee, who was responsible for the jury assembly room, remembered their purpose. · They acknowledged and welcomed first timers.· They encouraged us to say “Go Phillies” or “Go Eagles” rather than “here”...
by jamie | Sep 19, 2023 | Customer Experience, Employee Engagement, Personalized Service
On a recent afternoon out with my sister, she recommended we stop into a clothing store that she loved but was new to me. The product and pricing met my expectations, but it was their service that really left a lasting impression. → The Sales Associate asked for my...
by jamie | Aug 21, 2023 | Customer Experience, Employee Engagement, Personalized Service
Did you know that it is actually better for a company to deliver Four Diamond Service, rather than have its employees strive for Five Diamond Service and miss the mark? A scenario from a recent family vacation illustrates this: A bellman assisted us with our...
by jamie | Aug 1, 2023 | Customer Experience, Employee Engagement
We dine early, mostly due to our daughter’s sleep schedule. Recently, I’ve noticed a pattern of a few restaurants not being fully ready for our reservation upon arrival. A 5pm dinner guest is entitled to the full experience, don’t you think? ✔️ We received...
