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

I’m Loving It! Behind the Scenes at McDonald’s Hamburger University

Last year, McDonald’s Hamburger University celebrated its 50th anniversary. In 1961, the first Hamburger University met in a basement of a McDonald’s restaurant. Its first class of 15 students would graduate from this training center. Today, on a beautiful park-like setting in Oak Brook, IL and in locations worldwide, more than 5,000 restaurant managers, mid-managers and … Read more

Disney’s Four Keys: Improving the Guest Experience

Since the mid 1960s, 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. Both in our work at the Disney Institute, and in the years since, we have worked with countless organizations in helping them define those operational values that … Read more

It’s the Real Thing

That was the slogan for Coca-Cola back in 1969. And it appears to still be the motto today. Take a look at this interview of Coca-Cola CEO and Chairman Muhtar Kent. He’s interviewed by Dan Cathy, President and COO of Chick-fil-A. Included are the following messages: “Walk in the shoes of your customer”–Muhtar spends an … Read more

Fatal Benchmarking Mistakes

Much has been said of benchmarking – the act of looking to best-in-class companies and measuring yourself against their methods. Of course, the expectation is to gauge how you compare with industry leaders, identify where you can improve, and adjust your methods to achieve those same best-in-class results. Most fail because they are going about … Read more

When The Dust Settles, Delta Airlines Emerges

Press event being held in La Guardia while we were waiting for our next plane. It’s a natural inclination with any organization to “hunker down” as the winds of a major economic turndown overwhelms everyone throughout the country. But World Class organizations manage to forge on in such a way that when the dust settles, … Read more

Keeping a Sense of Humor with Compliance

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

Finally Inside an In-and-Out Burger

Mark Jones has worked with this great organization. I personally had visited In-and-Out Burger several times over the years–especially on trips to California. But I had always gone through the drive-in. Therefore, there was not much to judge of the experience other than product and price–which was always great. This last summer I was in … Read more