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….

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…

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…

Like many restaurants, this one provides suggested tipping options at the bottom of the bill. Just one problem. None of the dollar amounts are…

We all know companies sometimes drop the ball. They provide poor communication and take little action to make a bad situation better. Sometimes this…

Some professionals consider marketing to be a part of customer experience. The reason being is that marketing is a form of communication that can…

Lake Theater and Café, based on Lake Oswego, Oregon, has become well known locally for having witty headlines on their marquee. Over the years (the…

Café Milan in Middleborough, Massachusetts offered free coffee to anyone who walked in dancing. With Michael Jackson and the Bee Gees playing, one…

Burger King has always played second to McDonalds. Even when measured on a per store basis, McDonalds always out performed its closest competitor….

In my work, I often describe the three pillars of customer experience: Customer Care, Customer Support, and Customer Service.Customer Care is based…

As of December 17, 2025, American Airlines’ passengers no longer receive loyalty points for economy seats. For years, Elite members were saving…

I came across a post recently where the author complained about the noise levels of hand dryers in public restrooms. She explained how they could be…