Blog
How to Make Fun Your Customer Strategy
How to Lead Like an Entrepreneur
Give Your Customers ‘Crayons’ To Decorate Their Experiences
Everything I Need to Know About Customer Experience I Learned from a Jack Nicholson Movie
Are You Serving Your Customers With Honor?
Take Out Your Customers’ Trash
The Magic of Serving with Radical Generosity
Give Customers Radical Generosity
Early morning flights can be tough, especially when you live two hours from the airport. So, the night before a "crack of dawn" flight, my wife and I elected to stay at the Renaissance Concourse Hotel right beside the Atlanta airport. We requested a room on a high...
The Real Reason Customers Leave
A friend of mine’s wife filed for divorce from my friend. When I asked him why his wife had left him, he said, "Well, she told me it was because I wouldn't take out the trash!" A few months later I saw her briefly in the shopping mall. "Sorry to hear about you and...
Use the Power of Service Generosity
Andrea Cassell is an award-winning author of children's books featuring her dog, Kibby, a miniature labradoodle that teaches life lessons. When Kibby died of cancer, the family had to cancel their long-planned holiday trip. The Delta Airlines contact center operator...
Fire That Customer!
I was seated at a restaurant table across from a customer who had been extremely rude and loud to his waitress his entire meal. His coffee was too cold, his chicken too salty, the room was too hot, and the waitress was not quick enough. It was darkly staining the...
Take Your Customers on a Walk on the Wild Side
The waiter handed us a breakfast menu with the announcement: “The buffet is a much better value than a la carte.” But when he saw my nonplused reception he added, “...but none of our local flavors are on the buffet.” So, what did his announcement really mean? He meant...
Would Your Customers Label You a Daredevil?
This is my 80-year-old late father on a Go-Kart? “I wanted to show my grandchildren I could be a daredevil,” he explained. It was his label for being unexpectedly adventurous through risk-taking. And risk-taking is the foundation of customer trust. We all live our...
Are You Taking Care of Service Air?
Much of my career has been devoted to promoting a great customer experience. It differentiates organizations from their competition since it is crafted around an emotional connection, not just a functional outcome. If the airline flight lands on time in the right...
Give Your Customers a “Dashboard Special”
Charles Holland worked the soda shop fountain at the Longhorn Restaurant when I was in high school. He called it his dashboard—you know the one at a soda shop all the different flavors you could put in a soda—cherry, strawberry, chocolate, vanilla… He was about to...