Surprise your customers with a wow experience

June 14, 2015

Tweet Arriving at the Singapore Airport, I saw a man with “Grand Hyatt” on his clipboard. I approached him, asking if they provided a shuttle. He said no, but he could arrange a town car. After confirming the price would be double that of a cab, I told him I’d just grab a taxi. He […]

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The gift of water

June 5, 2015

Tweet One of the projects Together We Can Change the World supports is building wells in poor villages near Siem Reap, Cambodia. Each Spring, our group visits the new wells we’ve funded and we meet the families they serve.

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Using activities to spawn insights

May 31, 2015

Tweet Lecture is boring. Discussion is better as it makes participants think. But the best method for creating impactful insights is through meaningful activities. These can mix fun with powerful lessons, if facilitated properly. This Spring I had the honor of working with several groups and included activities in place of or to supplement lecture […]

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Sewing up customer loyalty

May 25, 2015

Tweet Sometimes an organization empowers their people to go way above and beyond for their customers. We hear about these examples but rarely experience them ourselves. I’m happy to report I was the recipient of such largess.

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Why would you deny your customers comfort?

May 17, 2015

Tweet I was in the second leg of a trip from San Francisco to Singapore via Japan Airlines. Normally, I have no beef with JAL as I find their crews generally friendly and helpful. After the first leg — an 11-hour flight where an equipment change landed me in a middle seat of three instead […]

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Good service example from a Bangkok cabbie

January 23, 2015

Tweet Mr. Gui, whose name I learned when he introduced himself upon my entering his taxi, was an unusual cab driver. I have ridden in many cabs around the world and I can say that he was among the top 5 I’ve ever encountered.

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An inspiring story of sacrifice and hope

January 16, 2015

Tweet We were entranced when we met 3-year-old Gaa at the Good Shepherd Sisters Hands of Hope sewing center in Nang Khai, Thailand during our Together We Can Change the World visit. Gaa is an exuberant child, full of energy and laughter. He was the only child at the center as it’s for the adults working […]

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What if the person who saved your life said you changed theirs?

January 15, 2015

Tweet If we were rescued at the last minute in a war-torn country, we would be eternally grateful to those involved in the rescue. Few — if any — of us would expect to hear the rescuer said we changed their life. But before I tell that story, let me give you some context.

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A smile can yield unexpected kindness

January 14, 2015

Tweet It was a beautiful sunny day in Vientiane, Laos. One of my travel buddies, Susan, and I decided to rent bicycles ($3/day) and explore the Mekong River shoreline bike path 3 blocks away. Most of the way we had the path to ourselves, but occasionally we’d come upon boy monks or other explorers. We […]

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Shangri-La Bangkok has thought through the customer experience

January 10, 2015

Tweet You expect 5-star hotels to provide more than basic amenities to their guests. But it is a joy to see how much a hotel’s designers think about the details of customer experience.

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