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What’s in a name?
TweetEarlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia, and two others: Lillie and Kassity) and...
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Respond (don’t just react) to critical customer feedback
TweetI spent a fair amount of time last month on TripAdvisor, Hotels.com, Yelp, and other websites offering hotel reviews. A majority of those reviews were written by hotel guests whose experiences...
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I feel like a number
Tweet“I feel like a number. Feel like a number. Feel like a stranger. A stranger in this land. I feel like a number. I’m not a number.” Even as companies emphasize the importance of personalizing...
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Learning names is worth the effort
TweetA restaurateur recently approached me and asked, “How can I fake that I know a customer’s name? I have a thousand regulars in my restaurant each week and can’t possibly remember all of their...
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What’s in a name?
TweetLast month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee by name, customers’...
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Esprit de corps
TweetThe French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. When I read about the most admired corporations or the best...
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