by admin | Oct 12, 2026 | Uncategorized
Would you go out of your way to deliver a great experience to someone who may never buy from you again? Take this story from a Florida Marlins game. A home run ball flies into the stands, chaos ensues, and a dad grabs it before handing it to his son. Moments later, an...
by admin | Oct 12, 2026 | Uncategorized
Starbucks CEO Brian Niccol has come under fire for stating that a nine dollar cup of coffee is a “really affordable premium experience.” I find this is an interesting statement for two reasons. First, how much of an experience can buying a cup of Starbucks coffee be?...
by admin | Oct 12, 2026 | Uncategorized
I’m sure you’ve seen posts like this in your feed: a sign letting restaurant customers know that if they can’t afford to tip, then they shouldn’t be eating out. While this kind of messaging may seem educational – an effort to let customers know...
by admin | Oct 12, 2026 | Uncategorized
Like many restaurants, this one provides suggested tipping options at the bottom of the bill. Just one problem. None of the dollar amounts are correct based on the percentages. 18% = $36.72 (not $51.48)20% = $40.80 (not $57.20)22% = $44.88 (not $62.92) Could it be...
by admin | Oct 12, 2026 | Uncategorized
We all know companies sometimes drop the ball. They provide poor communication and take little action to make a bad situation better. Sometimes this is just human error. Other times it’s company policy. Over the years I have flown Air Canada many times. Living in...
by admin | Oct 12, 2026 | Uncategorized
Some professionals consider marketing to be a part of customer experience. The reason being is that marketing is a form of communication that can educate, entertain, and influence behaviour. While marketing can possess these traits, I believe it is not part of...
Recent Comments