The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

Great Guest Experience Teams Pay Attention to What’s Out of Sight

…at least, out of their line of sight. Spatial awareness and quick reactions aren’t just characteristics of great athletes – they are absolutely necessary to exceeding your Guest’s expectations. Micah Solomon, a leading authority on customer service excellence,  always has great advice – both in a regular column at Forbes.com and his books Exceptional Service, Exceptional Read more about Great Guest Experience Teams Pay Attention to What’s Out of Sight[…]

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[…]

Until a Problem Occurs, the Guest Doesn’t Get to See You Fully Strut Your Service

Does your approach to Guest Experiences include an effective problem resolution process? Service breakdowns and other problems experienced by Guests are crucial moments in an organization’s attempt to establish a relationship with someone. It only stands to reason, then, that solving these problems will have a potentially outsized impact on your organization’s success. That’s why Read more about Until a Problem Occurs, the Guest Doesn’t Get to See You Fully Strut Your Service[…]