@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…
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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…
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5 ways to put your yellow pages to good use

A strange present arrived on our doorstep a recent afternoon. It was bathed in yellow cellophane; as if the world’s…
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@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.…
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Blackberry’s customer service misfortunes

With my flight hours away, and my departure gate in sight, I decided to move off the main pathway of…
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What One Restaurant Did to Guarantee Repeat Business

A typical day becomes extraordinary when a SURPRISE appears. For restaurants, surprises are repeat business. If you can get someone…
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Chik-Fil-A’s Cows on the Loose

A barren water tower stretches over metropolitan Atlanta. Thousands pass each day without even a furtive glance toward the metallic…
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@ 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…
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Learning from Central Market: Sights, sounds and smells that make you spend

Watermelon juice High-quality, corn-fed Angus beef Fluffy, moist Blackberry muffins Hungry? Central Market in Austin, Texas makes shopping a dazzling…
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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…
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Give me a reason to try your www

We’ve been a bit blurred by the ever-presence of dot-coms. Nearly every billboard, advertisement (radio or TV), newspaper, magazine article…
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Dell wants us to do more; I vote for less

Standing in the long, plodding security line at the Austin Bergstrom International Airport, I glanced skyward. What else is an…
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Tell a good story and you’ve got a customer for life

I have plenty of fun doing nighttime baths with the kids. In kids’ bathtubs, animals, boats, floating books take up…
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Play a game of Hide and Go Seek with your customers

Ready or not here I come. The moment this phrase is written or heard, you know its context: Hide and…
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Intellivision to Facebook: Gaming grows up

I’ve never been a good video game player. Dainis, my friend from down the street, used to beat me soundly…
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You scream, I scream..we’d like to scream for Baskin Robbins, but…

I have many pleasant memories that center around ice cream. My brother and I feverishly collecting those miniature baseball helmets…
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Believe you can’t get noticed with direct mail? Think again.

Looking across the headlines these days, there are some highly-evident truisms: There’s strife in the Middle East Our elected leaders…
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The power of buttered popcorn

People don’t go to the movie theatre to eat carrots and celery sticks. Part of the ‘experience’ is sinfully consuming…
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What did CBS do wrong with March Madness?

The nets are all cut down. The champion has been crowned in one dreadfully sloppy game. 68 hopeful, optimistic, energetic…
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Apple’s best advertisers are its customers

I have a confession to make: I don’t own an iPhone. Go ahead call me an anomaly. I own a…
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