A few weekends ago, my wife and I went to Macaroni Grill for dinner. We had a great server who was funny, helpful, and courteous. After looking at the
NPS Customer Feedback Loop, Closed Loop System, and Lean Thinking
This article explains the heart of any Net Promoter Program: The Net Promoter Score Feedback Loop. The Net Promoter Score (NPS) is a metric that
Visualizing the Customer Experience: Customer Journey Map and Continuous Improvement
Go here to view a customer journey map video explanation and download a free template. In a prior post, I discussed how most Lean practitioners
Lean Thinking and Emotion: Customer Experience is the Link
In Lean Thinking, traditionally not much has been said regarding the customer's emotions; except for a bit here around "Voice of the Customer" and a
Placebo Button is a Countermeasure to Some Problems
Have you ever pressed the closed button in an elevator? Or, have you played with an office thermostat because you were either too hot or too cold? Or,
What is Amazon’s Idea of Good Customer Service?
Let's face it. If you provide a poor customer experience, your customers will leave you. But "good" is debateable, but "bad customer service" is less
Carnival Cruise Animal Towels – Our Family’s Experience and the Kano Model
In previous posts about my recent cruise vacation, I shared about a Poka Yoke Toilet and the Customer Relationship Management at Carnival Cruise.
Good Customer Service Examples – Chat from Amazon
Great customer service is becoming more and more common as companies become more and more aware that investing in great customer experiences is
Carnival Cruise Customer Service: Example of Delight
I went on a carnival cruise recently and was very impressed by it. One of the elements that impressed me the most is that, even though none of the