It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
I came across some intriguing press coverage for the new Samsung “experience store” in Midtown Manhattan. These stores are designed to allow customers to mingle, test, and interact with Samsung technology. Checking your email, making long distance phone calls as well as watching a reality TV show replace traditional shopping as the leading [...]
Dan interviews Tracy Smith, Lead Franchise Coach of Dream Dinners, www.DreamDinners.com, a wildly successful chain of Fix & Freeze meal stores. Dream Dinners not only created a new category in the marketplace that is so successful that competitors now abound, they have also grown to a phenomenal 250 franchise stores since they started in 2002 [...]
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