When it absolutely, positively must arrive same day
I had a quasi-epiphany about Amazon’s over-promising and over-delivering policy this week—due in large part to a challenge I faced. It’s so simple and so basic. And we need to…
Technology isn’t just replacing employees…it’s wearing them down
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,…
Amazon over-promises AND over-delivers
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,…
What Jeff Bezos is missing in the customer service equation
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:…
Recap – Little Details Matter
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…
‘Butterfly effect’ is alive and well in customer service
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:…
Insurance Group of Denver showcases customer service
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…
Thinking through customer experience details
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…
