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Meet Joey Decaminada! Joey Decaminada is the owner of Leading Edge Athletic Performance where he trains everyone from kids to housewives to professional athletes. Along with running the gym, he is a competitive bodybuilder, actor, and fitness model. Joey brings home his active lifestyle to his two children, 10 and 14 and his fiancée who all enjoy fitness […]
Faces of Customer Experience: Joey Decaminada Read More »
I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked.
A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square Read More »
We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations that have to make tough decisions about technological investments and for
6 Steps for Rolling Out New Technology to Frontline Staff Read More »
I recently participated in a panel at WB Research’s Future Stores conference* in Seattle. Future Stores focuses on the challenges faced by store, operations, IT, cross-channel and retail customer experience executives trying to bridge the gap between the digital experience and the store experience. The speakers at the conference ranged from retailers to vendors to
7 Cool Technologies and Takeaways from Future Stores Read More »
Recently my family became urban chicken farmers. After six weeks living in an indoor “coop” under a heat lamp, our new pets were ready to move outside. Our next step: get a coop. We turned to the Internet to do our shopping. After a week of searching, we picked one out, clicked and ordered. It
Empowered To Solve The Problem Read More »
People are creatures of habit — they enjoy knowing what something is going to be and then having it be that way. As a result, people’s happiness with any given experience is usually based on the expectations they have carried into it. This makes consistency of service a fundamental attribute of excellence of service. Below
Never Underestimate the Power of Consistent Customer Service Read More »
“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this recent survey by Software Advice, customers are starting to appreciate
Do Customers Prefer a Call Back? This Study Says YES Read More »
After reading an advance copy of Bob Thompson’s new book Hooked on Customers, I knew I wanted to connect with Bob and find out more about some of the insights from his book. I was particularly interested in the five organizational habits that he centers the book around. In the interview below, Bob gives us
Hooked on Customers: An Interview with Bob Thompson Read More »
We interrupt our regularly scheduled Monday content for the Memorial Day holiday here in the United States. Each citizen observes and celebrates Memorial Day in their own way. Today, I will simply shine a spotlight on two veteran-related charities that I feel deserve more attention. Wounded Warrior Project Vision: To foster the most successful, well-adjusted
Memorial Day, Two Charities, and a Golden Retriever Read More »
Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. Jeff recently launched his new customer service video training series with lynda.com, and I
Video Customer Service Training with Jeff Toister Read More »
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