The Memory Game meets Customer Service

Do you remember the Memory game?  Players lay cards placed face down on a surface and two cards are flipped face up over each turn. The object of the game is to turn over pairs of matching cards.  It takes concentration, attention and memory skills.  I was at Lowe’s recently and saw a sign thatContinue reading “The Memory Game meets Customer Service”

Entrepreneur Village: No one over 22 years old allowed

The title of this article may not be exactly accurate but there is some truth to it.  I had the opportunity to visit Belmont University’s 2nd annual Entrepreneur Village recently and must say it was one of the most inspirational days I have experienced.  But to understand that statement you must walk into the village.Continue reading “Entrepreneur Village: No one over 22 years old allowed”

Are you an Upside Down Leader?

Are you breathing yet?  The last twelve months have not been easy for most every business. Finally, for many companies, a short breather is occurring as the economy continues its slow recovery.  We are clearly not out of the woods yet but progress can be seen across the country.  Companies are beginning to hire again andContinue reading “Are you an Upside Down Leader?”

Is Your Customer Experience Accidental?

Here’s a question to ponder:  Why do some companies seem to ebb and flow almost effortlessly in customer interactions and others get tangled up with difficulties and frustrate customers? I recently bought a MacBook Air (yep, my world is changing) and I was amazed how smoothly the Apple team took care of and walked meContinue reading “Is Your Customer Experience Accidental?”

How Hampton Inn “Payed it” Forward in Gratitude

A few weeks ago we introduced you to Mona, the dynamite customer service weapon for Hampton Inn in Montgomery, Alabama.  When I told her I wanted to feature her in our blog I promised to forward a copy to her General Manager to which she was thrilled.  If you missed her article, click here forContinue reading “How Hampton Inn “Payed it” Forward in Gratitude”