Customer Experience

Customer Experience

Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?

The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …

The combination of hubris and aspiration, liberally sprinkled with puffery make many value sets mosh pits of self-delusion. So there’s …

A friend Sue (not her real name) lives in a rental house that’s up for sale — in our overheated real estate market, it’s a common story. The …

By Michel Hogan It started with a conversation: Me: “You don’t need to exceed expectations, just do what you say.” Them: “So, …

By Michel Hogan The experience employees have becomes the experience customers have, which circles back around to employees in a loop. It …