News Top: April
Make Each Touchpoint Memorable: Cha-Ching!
Dr. Bryan K. Williams, D.M. | April 20, 2010
By Dr. Bryan K. Williams, D.M. April 2010 A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equal more customer engagement, and more withdrawals equal less engagement. Pretty simple right? I even have a client whose employees give a cheer whenever someone makes a deposit...: "Cha-Ching!" I couldn't stop smiling after I heard that one. I would like t...
Service Superstars: Work Like You Own It!
Bryan Williams | April 20, 2010
By Bryan Williams February 2010 Years ago, when I reported for my first day of work as a restaurant busboy, the maitre'd said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking..."what on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not onl...
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