Is Your Customer’s Experience Fresh?

Is Your Customer’s Experience Fresh?

William Shatner is a part of my morning start-your-engines. At least most mornings. At 6 a.m. with a cup of fresh hazelnut black coffee, my wife and I watch a few minutes of the news. It gives our day a fresh, up-to-date beginning. Most days, William Shatner does a TV...
Star Spangled Service

Star Spangled Service

Walk into the lobby of a Westin Hotel and your nose knows the scent suddenly shifts from the “smell of the street” to a signature fragrance called “White Tea.” Reach the checkout counter of Dallas garden center Nicholson-Hardie and you can pet a big calico cat...
Serving Customers When Pain Is Involved

Serving Customers When Pain Is Involved

The Cincinnati Zoo is forced to shoot a rare gorilla that potentially threatened a boy who had fallen into the gorilla cage. Disney World lost a 2-year old guest to an alligator in an on-property lagoon. A massive hurricane put the local utility company in its bull’s...
Innovative Service is Super Comforting

Innovative Service is Super Comforting

Tabby was a new kitten to the neighborhood. Escaping from her brand new owner’s side porch one afternoon, she climbed to the top of the tallest tree in the area. Neighbors advised the owner to let Tabby come down on her own. But after a night in the tree, the young...
Your Customers’ Visions of Sugar Plums

Your Customers’ Visions of Sugar Plums

It is the holiday day season–a time of joy, giving and celebrating. People decorate their homes, send out cards, cook amazing delicacies, and spend timing thinking about the perfect present for those on their list. Parties punctuate the community; neighbors give...