Category: Customer Experience

What Comes After the ‘But’?

Written by Jeff Tobe on July 28, 2015

Why is Starbucks so successful in selling you a $4.00 cup of coffee when MacDonald’s charges $2.00?

Why does a stay at a Ritz Carlton hotel seem much different than at a stay at the Holiday Inn?

Most people today would answer that it’s all about ‘customer service’ when, in fact, they…Read More

Are You Customer-Focused or…?

Written by Jeff Tobe on July 28, 2015

Some organizations get it! They know how to hire for it, train for it and deliver it. Different companies claim to give a unique customer experience, but in reality, they are grounded in an operations mentality with rules and policies that yield little flexibility, preventing them from being just average…Read More