Monthly Archives: September 2010

One customer’s Panera rant

One customer’s bad experience is unlikely to derail a successful company (think: chili-finger fiasco) and the internet is full of rants that don’t warrant attention. That said, this article shows the level of dissatisfaction customers have when their expectations aren’t … Continue reading

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Who’s on your team?

If your company’s culture does not fully support the mission of delivering exceptional customer experiences, you are unlikely to succeed. For better or for worse, culture is not set by management via some magical, omnipotent edict – instead, every person … Continue reading

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