Is Quality Guaranteed?

In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality Guaranteed.” “Quality Guaranteed” is such an overused statement. It usually is used as a gimmick to get you to go with doing business with an organization. Seldom is it really meant. If I found an … Read more

Harley Davidson: Six Shift Points of Great Customer Service in Retail

Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read more

Has Your Brand & Culture Gone Down the Toilet?

We tell our clients there is a key place where you can learn quickly so much about your brand and culture–the restroom. The cleanliness of the restroom speaks volume about how employees think through the customer experience. It also sends a message about organizational pride. Granted, most restrooms in an office or retail setting are … Read more

How to Host Stand Up Meetings

In the previous post, we spoke about the idea that stand up meetings are needed to keep front and centered important (though not necessarily urgent) conversations that need to be held with your employees. We noted that stand up meetings are brief conversations held daily, focusing on important topics such as improving customer service or … Read more

Nordstrom: The Shoe Fits When It Comes To Great Service

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