Have you ever visited a business and experienced so much frustration with its employees that you felt like you were put through a rigorous workout? And it takes one employee only to ruin your customer experience. A colleague shared the following story with me. Real...
We’re living in some unusual times of social understanding. The current social atmosphere is amazingly bi-polar—gains in some areas and great losses in others. At one end of the spectrum, we’re seeing increased positive awareness in attitudes and lessening aggressions...
Do you regularly read customer comments on your company’s social media sites or other service rating sites? Do negative comments feel like a punch in your gut? And do negative comments by your customers catch you by total surprise? Real World Story: Social media...
Real World Story: Recently I spoke with two friends separately about a restaurant they both visited together. To my amazement, they each recounted a completely different experience from this one visit. One friend had a horrible experience from the moment she drove...
Real World Story: A friend relayed the following true story: “Two weeks ago, I took a client to one of my favorite restaurants in San Diego, Café Gratitude. I LOVE the food at this restaurant, and I love the concept of gratitude. However, my experience on this...