by jamie | Feb 21, 2024 | Customer Experience, Personalized Service
Are you finding ways to surprise and delight your customers? Customers initially choose to spend money on your product or service because either they need or want what you offer. Maybe the price/location is right. Or they’ve seen or heard a good review. But this...
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 | 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 | 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 | May 8, 2017 | Anticipating Needs, Personalized Service
The art of making a customer feel as if they are the only one you are serving can be a challenge for customer-facing employees. It is easiest to provide personalized service when a repeat customer has shown certain preferences or displayed distinct...
