In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on the front line to support the customer experience. Place–The location where your products and services are offered–physically or virtually. Process–Policies, procedures and guidelines … Read moreThe Potbelly Promise
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 moreIs Quality Guaranteed?
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 moreIt’s the Real Thing