Empowering People to Speak Up and Speak Out!
A recent article in the New York Post details the harrowing routine that Amazon warehouse workers maintain. It’s a case of technology capabilities and monitoring that tracks steps, bathroom breaks,…
Typically, “over-promising and under-delivering” and “under-promising and over-delivering” go hand-in-hand. But, “over-promising AND over-delivering” are not seen together, until now. By instituting ever-faster delivery, now into same-day or even hours,…
This is an open letter to @JeffBezos at Amazon. Jeff, I love your customer service. However, ongoing reports about treatment of employees ultimately are damaging my customer experience. Here’s why:…
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it…
The “butterfly effect” holds that a seemingly insignificant, small occurrence like the flapping of a butterfly’s wings can ultimately impact weather halfway around the world. Americanscientist.org states it this way:…
As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details. Despite lackluster experiences with most…
When it comes to hospitality, I’m really picky. If I were a customer experience specialist for a hotel or Bed-and-Breakfast, I would look for all the “little things” that show…
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details…
