For some reason, I like to examine statements for their potential mixed messages. Corporate slogans or platitudes are examples which often get my attention. Two of my favorites are “the customer is always right” and “our associates are our most important asset.” They both sound positive and affirming, but unfortunately they are a bit deceptive [Read More]
Who Cares Enough?
July 25, 2011 by 1 Comment
I had several people comment on our previous blog (Little Things), that in their opinions, organizations simply don’t care very much anymore about their customers. Organizations frequently say they care, but the customer experience is often a different story. Saying you care is pretty easy, but by itself only sets the table to disappoint others [Read More]
Pay Attention to the Little Things
July 18, 2011 by 1 Comment
Just returned from a week on the beach in Panama City Beach. Stayed at a beautiful condo complex with a fabulous swimming pool area, terrific ocean views, and quite friendly workers. And I will never stay there again. The management obviously does not care (or feel they have to) about the customer experience. Allow me [Read More]
