Good for the “New Seasons” Grocery store, which is taking a page out of the Nordstrom Employee manual, “Use your good judgment in all situations.” The New York Times Reported: [New Seasons] employees are given “get out of jail free” cards with the instructions to do anything a customer wants. Mr. Rohter said one young… Continue reading Nordstrom Quality Customer Service
Just a quick post to share my experience at the Radisson in downtown Minneapolis. I’m feeling very positive about this hotel right now, in spite of two problems in the last 24 hours. The way the Radisson staff (1) quickly dealt with the problems, and (2) otherwise exceeded my expectations in small but meaningful ways… Continue reading My Positive Customer Experience at the Radisson
In my last post on The Human Touch I discussed how a warm, caring human being trumped a crappy, highly inconvenient system. And now for something completely different… A few weeks ago I went into Philly to meet an old friend for dinner. Mindy had just moved back to the Philly area after too long… Continue reading Convenience
The Human Touch (in which a crazy-bad “system” is made less bad by a live, caring human being) In November I’m going to be staffing a booth at New Jersey’s annual teacher’s convention to help promote our statewide virtual reference service QandANJ. A few months ago I filled out the necessary forms to reserve booth… Continue reading The Human Touch
Maria Palma over at “Customers are Always” recently posed the question, “What would make you stay loyal to a supermarket?” The question struck me as a bit odd, and my first reaction was to think, “Loyalty? It don’t enter into it.” I regularly grocery shop at Wegmans, Superfresh, Target, and Costco, and where I lay… Continue reading Customer Loyalty? It don’t enter into it.