Posted on April 24, 2008 by micah solomon
Attention — It’s what your customers crave.
The thing that’s most expensive to give customers—a defect-free product—just gets you in the door. Only human attention, love shown to, your customers is going to buy their loyalty in return. (If you’re making airplane engines, please, please ignore this paragraph. I like a defect-free flight. A lot. Concentrate [...]
Filed under: Blogroll, branding, business, carlton, changethis.com, customer experience, customer service, customers, entrepreneurship, four seasons, horst schulze, hospitality, hospitality industry, inn at little washington, leonardo, leonardo inghilleri, marketing, micah, micah solomon, patrick o'connell, ritz, ritz-carlton, solomon | No Comments »
Posted on April 24, 2008 by micah solomon
The way gossip spreads on the internet can turn even your “least important” customer into a public relations land mine. Consider the example of Tom Farmer and Shane Atcheson.
They were denied “guaranteed” hotel rooms at 2 AM. They formatted their complaint to the hotel as a bitter (but humorous) powerpoint presentation and sent copies [...]
Filed under: Blogroll, branding, business, carlton, changethis.com, culture, customer experience, customer service, customers, entrepreneurship, four seasons, horst schulze, hospitality, hospitality industry, humanize it, leonardo, leonardo inghilleri, marketing, micah, micah solomon, ritz, ritz-carlton, solomon | No Comments »
