Creating the Ultimate Customer Experience

Creating the Ultimate Customer Experience: Recharging the Idea Machine

Ever wish you could come up with the next big, brilliant idea, the 21st century equivalent of the light bulb, or even the Post-It note?  Or when you hear of something clever, you think, “Wish I’d thought of that.”  Especially at this time of year, when our brains often feel as frozen as our toes, the warmth of a bright idea seems as appealing,... [Read more of this review]

Creating the Ultimate Customer Experience: Add On Selling Drops to the Bottom Line

If you’ve ever shopped at one of those bath and beauty stores, you’ve experienced the “add on” push at the cash register. Just buying one item? The sales clerk will suggest something else in the same scent.  Getting a collection of products for gifts? “But you need something for YOU,” comes the gently insistent tone.  Because those added,... [Read more of this review]

Creating the Ultimate Customer Experience: What Are You Wishing For?

As managers who are responsible for customer service, we’ve all got those To-Do lists.  There’s always at least one in our Blackberry.   And another in our heads, in constant revision mode.  Maybe a few more, from long range fitness to Friday’s grocery run.  And of course, the list of ways to increase our business, from attracting new customers... [Read more of this review]

Creating the Ultimate Customer Experience: Seeing Your Business From The Customers’ Point of View

Regarding the customer experience, a friend once told me about a legendary shop in her neighborhood—legendary not because it was beautifully run, filled with bargains or fun to visit. “It’s a miracle she stays in business,” my friend said, describing the dusty store, tucked on an out-of-the-way street. Only a tiny, hand-lettered sign indicated... [Read more of this review]

Creating the Ultimate Customer Experience: The Olympics and the Customer Experience Vision

February may be the shortest month, but it’s always reminding us how strong it is, with icy fingers and frosty breath.  Never mind what the groundhog says, spring always seems at least six months distant. But this year, we’ve got the Olympics to brighten February’s horizon. Much more than the Summer Games, the Winter Olympics tend to mesmerize... [Read more of this review]

Creating the Ultimate Customer Experience: What the Super Bowl and Mystery Shopping Have in Common

Will you be watching the Super Bowl on Sunday? Of course you will you and many millions of others.  No longer “just” a football game, this winter TV ritual is a feel-good medley of sports and entertainment, advertising and snacking.  If football isn’t your thing (or your own team isn’t playing!) you tune in for the clever commercials, or the... [Read more of this review]

Creating the Ultimate Customer Experience: Is Your Heart In It?

“His heart’s not in it.” It was an odd remark to overhear, especially given the profusion of red-and-pink heart shapes that fill the pre-Valentine days.  A young man was describing how his supervisor was skipping meetings and stalling on big and small tasks that keep a workplace humming.  Apparently the boss was busy counting the minutes till... [Read more of this review]

Creating the Ultimate Customer Experience: A Little Freedom, A Lot of Responsibility?

Freedom—it’s a truth we all take way too much for granted.  Freedom to___ : Fill in your own blank. It’s what we all want, at some level.   Freedom to book a vacation anywhere, never mind the cost.  Or just to take a midweek day off, no questions, no guilt. Freedom from a specific corporate mindset has been the goal of everyone who ever started... [Read more of this review]

Creating the Ultimate Customer Experience: Does the Image Match the Message?

From lipstick color to slick new marketing efforts, we’re always conscious of our image, both personal and professional. If the New Year has inspired you to take the measure of your business, you’ve probably scrutinized your image from all angles, determined to be as glossily perfect as possible. It’s inevitable:  even the least paranoid among... [Read more of this review]

Creating the Ultimate Customer Experience: Make It a Garden Party!

You may have heard of that old ballad by the former teen idol Ricky Nelson. The tune, called “Garden Party,” told of a concert at Madison Square Garden, where Nelson was jeered by displeased fans who preferred his old songs, not the new numbers he performed. “You can’t please everyone, so  you gotta please yourself,” Nelson sang.  Easy for... [Read more of this review]

Read More Posts From This Category