Archive for April, 2013

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

Do all of your employees who deal with your customers, clients, or patients understand your brand promise and how to deliver it or… Do you have pockets of excellence and pockets of mediocrity? Awhile back, the employees at a collision repair shop, Prime Collision, a division of the Prime Auto Group in Maine, reminded me of […]

The Secret to Ritz-Carlton’s Standout Customer Service

The Secret to Ritz-Carlton’s Standout Customer Service

A few months ago, Software Advice  attended an industry event where customer service guru and author Micah Solomon introduced me to the idea of “anticipatory service.” He gave the example of Apple’s mobile assistant Siri recommending a list of pharmacies in response to him saying, “I have a headache.” “[Siri] looks for the question behind the […]

How the Ritz-Carlton Inspired the Apple Store

How the Ritz-Carlton Inspired the Apple Store

 by Carmine Gallo Here’s a great article by Carmine Gallo, published at Forbes.com. It illustrates how important it is to examine great companies outside your industry for game-changing ideas. It also captures, though a few short stories, the famous Ritz Carlton value of anticipating unexpressed needs. One of the questions Apple Store hiring managers ask themselves […]