by jamie | Apr 16, 2021 | Employee Engagement, Moment of Truth
Some people are just meant to help others. It’s as if they wake up, bounce right out of bed and say, “who can I assist today?” I had the good fortune to interact with one of these individuals recently at Target, where we purchase many of our bulk household items...
by jamie | Jan 5, 2021 | Employee Engagement, Moment of Truth
I feel cared for every single day thanks to our postal service worker, Glenn. Our mail is delivered in a timely fashion and the mail from old owners of our home and that of an erroneous nature are removed from our pile. However, these are expectations of any postal...
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 | Apr 22, 2019 | Employee Engagement, Personalized Service
While dining at a popular chain restaurant last week I couldn’t help but smile and cringe at the same time when our server Manny first approached. Manny had poor diction, used slang almost every other word, called one of my dining companions “honey” and his...
by jamie | Apr 21, 2015 | Culture Shift, Employee Engagement, Empowerment
I love sharing my wisdom on service excellence and on the importance for management to motivate and train front line staff. Over the last month, I have been facilitating interactive training seminars all over the region, to rooms full of executives, managers and...
