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 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 | Mar 22, 2023 | Customer Experience, Service recovery
Frequently restaurants have a policy where incomplete parties will not be seated. This was the case at the restaurant where I dined over Valentine’s Day weekend. But sometimes, as you’ll see outlined below, it is necessary to embrace the gray and go off...
by jamie | Jan 26, 2023 | Service recovery
I love to ice skate. I always have. And this was going to be the year that I finally treated myself to my very own pair of skates! Rather than supporting a big box retailer, I decided to give my business to a local family-owned ice-skating...
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...
