3 ways your innovation may be hidden in the trees

My business travel recently took me to the Tri-Cities area of Washington state.  This area is known for its orchards and vineyards.  Chukar Cherries is headquartered there and a random stop to their store inspired this latest article. Since 1988 Chukar had been known for its bountiful cherry harvests.  The owner Pam soon discovered thatContinue reading “3 ways your innovation may be hidden in the trees”

All Aboard! for a remarkable customer experience

Meet Ted and Steve.  They work a few doors down from Mickey’s house at The Boathouse in Downtown Disney. Why do you need to meet them?  Because they have learned the secret to creating great customer experiences. I visited Orlando recently and wanted a fun dining experience.  The original plan was to enjoy a progressiveContinue reading “All Aboard! for a remarkable customer experience”

Customer Service Math: It doesn’t always add up

Policies, customer service and common sense.  How well do those three terms add up in your business?  It’s an interesting equation and when done well, it creates utopia in your customer experience.  Sadly, poor examples often give us better picture of the do’s and don’ts in this arena.  And today’s example is inspired by theContinue reading “Customer Service Math: It doesn’t always add up”

American classics: baseball, apple pie..and yes, nachos!

What happens when a concessions stand order turns into a dining experience?  It starts when you encounter someone who virtually leaps across the counter to let you know, “You MUST try our specials!”  That’s what happens when you catch a Nashville Sounds baseball game and meet Chelsea at the First Tennessee Park.  You can’t missContinue reading “American classics: baseball, apple pie..and yes, nachos!”

What is your customer service domino effect?

Dominoes.  Remember the childhood game designed to gain points by placing matching tiles end on end?  Or perhaps instead you spent hours creating the perfect sequence only to tap the end tile and see each domino topple one after another in perfect precision. The latter is today’s focus.  And a recent business trip inspired our story.Continue reading “What is your customer service domino effect?”