Years ago, I worked in Bermuda for the Bank of Bermuda’s IT department. I’ll never forget a lesson I learned as a result of an internal campaign the Bank adopted for all its departments. The campaign was called “Do it Right the First Time / Zero...
Here’s one experience I’ve never forgotten and is worth recounting. It’s difficult to believe the lack of service that can be found in an industry where service should unequivocally reign: the restaurant business. A few years ago, friends and I went...
Another practice for creating awesome customer experiences is providing customers risk-free transactions. Some companies do this very well. Here are some examples: Home Depot: Home Depot takes much of the risk away from their customers by providing an exceptional...
Some time ago I was walking in downtown Toronto on Yonge Street and wanted a quick meal. I stopped at Villa Madina, a fast food chain which offers “Mediterranean cuisine with an emphasis on quality and convenience” I purchased a meal combo advertised as...
Have you ever filled out a website form, hit the “Submit” button and received an error? Or, clicking “Submit” and left with what appears to be a completely non-responsive button or form? No message, no feedback, nothing? This can happen with...
