How to Get Repeat Guests at Your Church

If your customer experiences are static, if your level of service is never-changing, if there’s no updating or innovation, why would any customer expand the relationship he or she has with you?     – Scott McKain Scott McKain’s book 7 Tenets of Taxi Terry takes a real-life situation McKain encountered that blew him away – and Read more about How to Get Repeat Guests at Your Church[…]

Guests Are People, So Personalize Their Experience

      Quite simply, here’s the problem with  “It’s not personal, it’s just business”: if there isn’t someone who is taking it personally, there’s no need for the statement in the first place.     – Scott McCain, Taxi Terri At the heart of all business transactions are two intensely personal relationships: You sell, Read more about Guests Are People, So Personalize Their Experience[…]

You Don’t Get to Define the Small Stuff

How many of you have ever been bitten by an elephant?   How many of you have ever been bitten by a mosquito?   See, it’s the little things that always get you! Joel Weldon, quoted by Scott McKain   When it comes to Guest Experiences, NOT paying attention to the little things – the Read more about You Don’t Get to Define the Small Stuff[…]

The Exceptional Guest Experience Requires a Designing Mind

Close your eyes for a moment and think about the last time you truly had a great experience with a company as a consumer, an experience that captured your heart, soul, mind, and spirit. What about it was special? Call it “X” – that je ne sais quoi that makes something so special. The tenth and Read more about The Exceptional Guest Experience Requires a Designing Mind[…]

How Technology Makes the Customer the Center of the Universe

It seems the Millennial generation – the topic of the last GsD reading survey – continues this week. Well, as least in part. The technological progress so readily lived out by the Millennials has also irreversibly transformed the world of customer service. Which is the topic of the eighth session of the summer term of the 2016 GsD program Read more about How Technology Makes the Customer the Center of the Universe[…]

Understanding the Millennial Customer

Oh, those Millennials – the group born between 1980-2000. There’s a lot of them; in fact, theirs is the largest generation, even eclipsing the Baby Boomer. And they are unique customers! Which is the topic of the seventh session of the summer term of the 2016 GsD program – a reading survey course. Over the next few weeks, I Read more about Understanding the Millennial Customer[…]

At Disney, It’s All About the Experience

Okay, the mid-term break is over – it’s time for the sixth session of the summer term of the 2016 GsD program – a reading survey course. Over the next few weeks, I will continue to list a broad overview of some of the recent literature in the field of customer service – and you will quickly see how it connects Read more about At Disney, It’s All About the Experience[…]

Buckle Up for a Smooth Ride as Mercedes-Benz USA Delivers Delight

Let’s take a drive for the fifth session of the summer term of the 2016 GsD program – a reading survey course. Over the next few weeks, I will continue to list a broad overview of some of the recent literature in the field of customer service – and you will quickly see how it connects to Guest Experiences! It’s only Read more about Buckle Up for a Smooth Ride as Mercedes-Benz USA Delivers Delight[…]

Understanding the Mind, Hand, and Heart of Service at Disney

It’s time for the fourth session of the summer term of the 2016 GsD program – a reading survey course. Over the next few weeks, I will be listing a broad overview of some of the recent literature in the field of customer service – and you will quickly see how it connects to Guest Experiences! It’s only an Read more about Understanding the Mind, Hand, and Heart of Service at Disney[…]

Creating a Compelling Culture Requires Intentionality and Vision

It’s time for the third session of the summer term of the 2016 GsD program – a reading survey course. Over the next few weeks, I will be listing a broad overview of some of the best literature in the field of customer service – and you will quickly see how it connects to Guest Experiences! It’s only an Read more about Creating a Compelling Culture Requires Intentionality and Vision[…]