Last week I was in NYC visiting my daughter and we took a shopping trip to Bloomingdale’s. I cringed when I noticed my phone was almost dead as we entered the store. But much to my delight, upon arriving on a floor, there was a very cool charging station that offered Free Charging of phones […]
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The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
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All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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A few weeks ago, I extended a business trip by a couple of days to explore a new area of the country I had never seen. Going to tripadvisor.com for recommendations for a place to stay in Durango, Colorado, a small mom and pop motel kept appearing as the #1 place to stay. Deciding to […]
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Years ago before Amazon became the ubiquitous place to buy most everything, I did a Google search to find an online supplier of a particular facial product I loved. A website came up and because I had several questions, I decided to call before making a purchase. The woman answering the phone very patiently answered […]
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My friend owns a plaza with several small business owners as tenants. They all share one dumpster located behind the plaza. A waste management company owns the dumpster and provides the service of emptying it on a regular basis. Several years ago, my friend noted there were extra charges being added on to his bill. […]
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The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
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Doak is my beautiful 90 lb. chocolate lab. He was my son’s puppy when he was in college and thus the name Doak, after Doak Campbell FSU football stadium. My son graduated and took a job in the big city where apartments don’t allow dogs bigger than 40 lbs. So, I inherited Doak. This past […]
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I received a letter from my insurance company with the notification that my flood insurance would be cancelled if I did not provide them with an elevation certificate because their records indicated this document was missing from my folder. I called and let them know this certificate was provided to them five years ago when […]
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Lessons learned from the Digital Banking Report that can be applied to any organization, shows the need for more focus on the customer experience. It has been proven that the power of the customer experience is the most important element of long-term competitive and financial success. According to a study by Kantar, banks and credit […]
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