Tag: customer service

Operational Excellence

June 19, 2013 2 Comments
Operational Excellence

The video clip above is from a recent presentation I did for WordCamp Reno on personal branding and social business. I think this diagram that I adapted from Brian Solis really sums up the strategic imperative of the current business environment we operate in. Everyone that touches your business is nested in a network of […]

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How I Came To Be A Fan Of Campo Reno

June 6, 2013 0 Comments
How I Came To Be A Fan Of Campo Reno

I am a raving fan of Mark Estee and his restaurant Campo here in Reno. The funny thing is, our relationship started with me complaining about his business in this blog post. He recovered from that initial service failure brilliantly, and I’ve never regretted giving him and his business another chance. It’s not Mark’s social […]

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Crappy Systems – The Reason Why Good Service Is So Elusive

March 15, 2013 8 Comments
Crappy Systems – The Reason Why Good Service Is So Elusive

Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my […]

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Bad Service From Starbucks

March 10, 2013 11 Comments
Bad Service From Starbucks

I love Starbucks. I’ve been a gold card holder since 2010. I can get a better cup of coffee in Reno at places like Swill and HighPoint, but I appreciate the convenience of multiple locations and the usually consistent product and service quality offered by Starbucks. But I had a bad experience at the Starbucks located […]

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