Manager unclear on concept of “customer experience”

September 1, 2015

Tweet I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to discuss ways to improve service. During […]

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Unexpected gift delights new customer

August 15, 2015

Tweet There was no signage touting “Free side order for new customers.” Nothing to suggest I’d get a gift.

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Are your customers waiting needlessly?

July 30, 2015

Tweet I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to […]

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Try vs make a decision

July 15, 2015

Tweet You’ve heard the old adage, “There is no such thing as trying; you either do it or you don’t.” I had a recent experience with this. Perhaps my lesson will be useful to you.

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Do you jump off the side or take the stairs?

June 30, 2015

Tweet Sometimes we have opportunities to examine who we are in a new context that is a metaphor for how we approach life. Recently I had such an opportunity to see if I was more likely to take an exciting path or a more mundane one.

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If you have the capability to delight your customers, why wouldn’t you?

June 20, 2015

Tweet Weeks before we arrived, I’d been communicating with the 5-star hotel’s liaison to ensure my group of 10 could get checked in as quickly as possible as we had to leave within 45 minutes of our arrival at the hotel. The last time we stayed there, we loved the accommodations, but check in seemed […]

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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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