Archives for Customer Experience

"But . . . they are free?"

November 7, 2017

Dr. Brad Harken, a dentist in Spokane, had just sat through my presentation at the American Dental Society’s National Convention. I had some free dental bib chains I wanted to give him.  They are the small chain that has clips on either end, which keep a napkin on your chest while you are having dental work done.  In this case the two chain clips said “Crest” and “Oral B”.   Stay tuned.  Even Proctor & Gamble can get it wrong. Dr. Brad noted that in his practice they don’t use the metal chains because when you put it around the patients
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Customer Satisfaction — hogwash –what about your Employees? – The 5 ABC’s that separates winners from losers.

January 3, 2012

Sorry about the absence.  I took a few months off to fight off cancer.  That is done and I AM BACK! Let me introduce you to Denise and Leslie.  At my Seidman Cancer Center  . . .  these two ladies were at the front desk.  One day I stopped to get a sucker out of their candy bowl.  When I came back out one reached up and put the candy bowl down by her phone.   I thought, “I didn’t ask earlier . . . I wonder if I did something wrong?” So the next day I asked them, “Does the
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The first one to blink will . . . . .

August 12, 2011

Snow White, Sleeping Beauty and Cinderella were at the head of the respective lines waiting to perform their magic on the waiting masses of young lasses in Toon Town at Disneyland. It was clear that each “actor” had been chosen from thousands of applicants, since each was indeed an incarnate of their cartoon counterpart.
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What happens when you charge for free things

May 3, 2011

Can it be that simple? That the customer feels certain resentment about a $1.00 charge for air when the competitor is free. That the customer FEELS like they are being nickel and dimed. (Which would not be hard to do with the price per gallon of gas). When all things are equal, is there an attitude that shifts the customer’s loyalty when customer FEELS like they are being taken?
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Minus 36 degrees . . .Cookstoves . . .Carrott . . . How to make email and voicemail that connects.

March 30, 2011

Research shows that 80% of all interaction in the workplace is done with you communicating with some sort of technology.  Voice mail, email, etc.  So how do you “get through?” I arrived to 36 degrees below zero temperatures. When it I got up the next morning and started the car, the transmission was frozen.  I had to let the car sit in idle for 15 minutes before it worked. Canada in March.  The coldest cold in my life.   I was there for a series of presentations over three days in various Alberta and Saskatchewan cities. And then there was the
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A GREAT Cure for your Virus – If you are reading this on your computer, you need to know about this GREAT Customer Experience.

February 13, 2009

I don’t know how the virus got through, but attack it did.  I had a computer that had a mind of its own, and was as ill behaved as a college freshman away from home for the first time.  As I discovered the name of the virus, the prognosis did not look good.  As a former executive at one company who had 2,600 computer “engineers” on the payroll (for example, we had 26 people on-site at Microsoft to fix their computer problems) I knew that this problem was going to either 1. cost me a lot of money to fix,
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Baby Boomers Start to Lose to Gen Y

December 8, 2008

Bryan Badger is THE honcho at Hot Pockets.   For two years he has been the CEO in Colorado.  In our conversation he pointed out that his sales track the economy.  As it goes south, his sales go north. The really cool stuff he is doing has to do with the culture there at Hot Pockets.  The average age of his employees is about 32 years of age, so he had to change the culture to cater to the younger audience.  Some of his ideas are so simple that they are brilliant. Guitar Hero for lunch.  That’s right.  There are times
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