Ritz-Carlton: “Wired” To Be a Service Hero

I don’t always get the opportunity to stay at The Ritz-Carlton, but when I do, and when I have a choice in Washington, D.C., I really enjoy the 14th street hotel. I love its location, and I really enjoy the adjoining fitness club and spa that is available to those staying. It was nice that when I checked … Read more

Providing Customers with Choices

One of the best things you can do for customers is to provide them viable options. Empowering customers with informed choices gives them the power to influence their situation. For instance, consider the following: Identifying a variety of ways to receive communication/information. Providing a range of payment options. Identifying primary, secondary, and tertiary points of … Read more

From the Model T to Drones: Anticipating Customer Needs

Most all of us are familiar with the quote by Henry Ford: “If I asked people what they wanted, they would have said a faster horse.” The truism here is that sometimes customers don’t know what they really want, because they haven’t envisioned newer possibilities. They’ve locked themselves into old paradigms, and they simply can’t think … Read more

Customer Transparency

One of the great benchmarks we’ve shared with our clients is the customer-centric work of Whole Foods. There are many things this unique grocery store chain does well, but one thing they really try to do is be transparent about their customer service. Visit most any store, and you’ll find a plaque similar to this: Do … Read more

Making Business Like a Day at the Beach

One of the original benchmarks in our World Class Benchmarking programs was Celebration Health in Orlando, Florida. Participants were wowed by the experience–even those not in the healthcare field. Celebration Health designed the experience of being a patient there to be more akin to being at a resort hotel. You step into their atrium and all of … Read more

The Science of Creating Value at Rackspace

The Science of Offering Value at Rackspace

Rackspace Hosting is one of those great companies. It’s like the little engine that could. Its fanatical service drives them not just to be the best server hosting company ever, it’s working to be better than other world-class organizations such as Nordstrom, Disney or Ritz-Carlton. As a result, they are the number one hosting provider on … Read more

Do You Provide Excellent “Crappy” Service?

“Service is not only a matter of being pleasant to customers—just as being a doctor is not only a matter of having a comforting bedside manner—but also of understanding the systems that make customer satisfaction possible.” “Understanding how and why the whole system works is the fundamental expertise of service professionals.” “Ideas at Work, “ … Read more