You Will Want to Walk a Mile in “These” Shoes

What do you do when you decide to go on a hike?  You buy hiking shoes.  And where do you buy them?  From people who know hiking. Every now you then you have a customer experience that makes you want to tell someone about because of simply how delightful it was.  And that was my encounter with Van at the Brentwood, TN REI store. I’m truly a novice when it comes to this specific outdoor shoe.  And knowing an all-day hike mean you must take care of your fee

Are Great Customer Experiences > Efficiency?

Are Great Customer Experiences > Efficiency?
I visited my bank recently - yep, I’m one of those people who still like face to face interactions. I needed to do more than an online transition would allow and the visit inside allowed me to observe an interesting dilemma facing customer service professionals today. I was there during the lunch hour; there was a line of customers waiting to be served; and there were only two tellers behind the counter.  To my delight, a woman from an adjacent office saw

Coffee with a Side of Customer Service

Imagine what it is like to work in the Starbucks that sits in the lobby of a hotel near downtown Atlanta.  Can you picture it? Hustle, bustle and lot of customers. I was a guest at this hotel recently and Starbucks was part of my routine 3 mornings as I attended a conference.  That’s where I met Jacob.  You need to know him too. I mentioned this particular Starbucks receives a LOT of traffic and I suspect serves a LOT of coffee.  That pace could fluster

Between a Tow Truck and a Touchdown: Great Service Wins

Between a Tow Truck and a Touchdown: Great Service Wins
There are some things in life you can’t schedule.  Car trouble is one of them.  But when that event does happen, a good customer experience is something you hope for.  Meet Vidi.  He’s a driver with AAA and he’s the inspiration for this customer experience success story. My car suddenly gave me problems one evening driving to a Vanderbilt football game.  By the time we made it to the parking lot it was evident I would no be driving home.  And now the dile

37 – Customer Experience in Every Cup of Coffee w/ Kathleen McIntyre

37 – Customer Experience in Every Cup of Coffee w/ Kathleen McIntyre
Every company makes the claim of having a great team of employees. For new leaders and businesses, this goal is achieved one step at a time. For Bond Coffee Company, that means one cup of coffee at a time.  In this episode, meet Kathleen McIntyre, manager of this locally-owned coffee shop in one of the hottest Nashville neighborhoods. She shares how they prioritize the experience customers receive with each employee. And that experience is defining their t