So it’s clear that delivering great service, mastering the details, and delivering on the promise of a great experience is crucial to success. That said, there is a wide margin between what we all know to be the right thing to do and actually executing on those values...
Customers are prone to snap judgments. They make decisions very quickly when it comes to how they perceive your business and the service you provide. With that in mind, it is critical that each and every part of the customer experience is managed and tweaked to show...
For those of you who know me, you’re probably surprised it took me this long to post a chapter dedicated to Disney. The truth is that I was waiting for my visit this week and inspiration hit me as I walked back into my hotel from a night at Hollywood Studios....
When you work with your team – particularly your front line team – you should act as though you are engaging directly with the customer. The reason is simple, but complicated all the same. The best way to describe this relationship is reflective...
It’s so easy to get caught up in the quest for “Amazing” or “Magical” service. We will certainly discuss those opportunities to do something really epic in later posts – because I definitely don’t want to dissuade you...
