How Marriott successfully uses the power of a name
A group of youngsters stand in line. A soccer ball lies at their feet. Two boys, the strongest ones, stand…
Category: customer experience (page 2)
Selling a product to a reluctant observer
The eager conference booth worker stands ready to hawk his product. The business cards are ready. The demo laptop is…
Dear Turner Field: Turn off the front row TV
Fall’s whispers were present that night. Summer’s heat was fading, ushering in a welcome crisp, chill to the air. It…
@Southwest Air: Customer Can Do Attitude is THE rule
The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…
What 3 behaviors repel visitors from your conference booth?
I recently attended a conference and noticed a few behaviors that I don’t think are conducive to maximizing one’s investment…
@Subway: Marketing through song is as good as it gets
When ‘selling’ a product, isn’t it all about how you tell it? Here are two approaches for a fictional razor…
Status meetings: Value-add or productivity drain?
A group of co-workers stare down a deadline. How will the project get done? This project has huge expectations. If…
Make your product invisible
Like electricity, the use of a dataphone has almost become that predictable, consistent, expected. When you want to make a…
@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery
A stack full of pancakes… A heaping portion of hash browns… A delectable blueberry muffin that crumbles perfectly… Millions don’t…
The big question: How’s business going?
I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person: How’s…
@Disney: 3 ways to turn your wait in line into a world of wonderment
Waiting in line for something thrilling is sometimes difficult. Your mind races with excitement in anticipation of what’s next. The…
@Hertz: The Virtual Agent Lightens the Pain of Waiting
I’ll admit it; I hate waiting. I try to be patient, yet I am spoiled by the immediacy of everything.…
Sea World presents a charming day…with a catch
I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers.…
@ Best Buy, it’s the stuff that brings them in….
Since when have we become so ‘accessorized’? Recently, I visited a Best Buy and expected to find wall after wall…
When’s the last time you talked with your customers?
Have you heard someone say?: “To have a friend, you need to be a friend.” Can this quote be repurposed…
Are you going Strawberry Shortcake on your customers?
Target is often my ‘home away from home’. There are weeks where my family visits the store ‘at least’ 3…
Audience 101: Talk with us, not at us
Shortly after the calendar flipped from 2010 to 2011, our family attended our neighborhood’s church for an uplifting Sunday morning…
Chuck E. Cheese’s childhood magic leads to adult dullness
If there’s a children’s birthday party frequent flier club, I am approaching medallion status. When I walk into the Castle…
Want to be a leader? Hold onto your self-esteem
Read on: Guest post from Edward Caulfield from Serious About Service. Thank you Edward for your contribution. If you were…