Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same people have become loyal customers themselves. But because of their very modest corporate culture, few really know what has made this small shoe store become such a major retailer. When we benchmark Nordstrom in our … Read more
Since the mid 1960′s Disney has had Four Keys for delivering great service: Safety Courtesy Show Efficiency They are a compass for everything Disney does–both strategically and tactically. In recent months, new changes have been made to better amplify and operationalize on these Four Keys. Read here about some of the important changes that have been implemented.
Above is a banner found back of the house at a Hilton hotel. It offers a great reminder of a simple service basic: Within 10 feet–Greet with a smile and eye contact! Within 5 feet-Greet using an appropriate verbal greeting. It only takes 2 seconds to make a great first impression. And I may add, … Read more
State regulations require shoes and shirt when you enter a public environment such as a restaurant. To that end, a sign is usually found toward the front of the store, insisting on such compliance. Jimmy John’s Gourmet Sandwiches chooses to use humor to get people to do what is required. It aligns well with their … Read more
I had visited In-and-Out Burger several times over the years–especially on trips to California. But I had always gone through the drive-through. Therefore, there was not much to judge of the experience other than product and price–which was always great. This summer I was in Utah and took my family inside an In-and-Out Burger restaurant … Read more
We took this picture when I was with The Disney Institute a number of years ago. Everything in the box actually belongs to my family, including the picture of my grandmother as a small child, and a quilt made by my other grandmother. We took the picture as part of a Disney Institute program entitled … Read more
Recently while doing programs in the U.K., I boarded a train heading back to Heathrow Airport. While awaiting the train, I noticed the following sign: “Mind the Gap”. It serves as notice to passengers of what is sometimes a significant gap between the train and the platform. Coined around 1968, the phrase has since been … Read more