Generosity: The Mother Lode of Innovative Service

Generosity: The Mother Lode of Innovative Service

Gem mining is a fun route to a granddaughter’s heart. We had our three granddaughters for the weekend and took them gem mining in the North Georgia Mountains. Granted the buckets of sand are previously salted with semi-precious stones collectively worth less than the...
Is Your Customer Experience Like Grape Jelly?

Is Your Customer Experience Like Grape Jelly?

Now, don’t get me wrong.  I like grape jelly.  And, you always get it with your toast or biscuit when you order breakfast at a restaurant…from the five-star gourmet type to the “what’s a star” truck stop.  Can you remember the last time you had grape jelly at a...
The Innovative Customer Experience Appetizer

The Innovative Customer Experience Appetizer

Walk in a theatre for a Broadway play in New York and the appetizer you are given between the ticket counter and your seat is the Playbill. It not only is a tool to tell you about the plot and characters, it sets the mood for what you are about to see and hear. Walk...
Service as a Carousel

Service as a Carousel

Several years ago we spent a part of the winter holiday on the beach in North Florida with our family.  It was too cold for the beach one day so we took our granddaughter, Kaylee (then three years old), to Saint Augustine.  As we entered the downtown area, she spotted...