by jamie | Nov 7, 2023 | Empowerment, Moment of Truth
I got to see PINK in concert last month and I was blown away by the production, the technology, the sets, the costume changes. All of it. Most of my previous concert experiences had been with singers who just sang into a microphone. A one trick pony. Not someone who...
by jamie | Oct 17, 2023 | Customer Experience, Moment of Truth, Service recovery
While out to dinner at a full service winery, my family was impressed with the handheld POS system used by the server. · Food/drink orders were entered with a push of a button...
by jamie | Jun 20, 2023 | Customer Experience, Moment of Truth
Imagine a world where you don’t need to be wealthy to experience luxury service. A world where your name was used, where your preferences were known, and everything was offered in a proactive fashion. Regardless of your socio-economic status. Imagine a world...
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 | 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...
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,...
