Blogs about: Front Line Service Employees
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When It Comes to Hiring, You Do Have a Choice
My daughter is two, and she is now to the point to where she can understand the concept of choosing to do the right thing in order to meet a longer-term goal. For example, she now chooses not to throw… more →
The Transfer...
When It Comes to Hiring, You Do Have a Choice
Chris wrote 11 months ago: My daughter is two, and she is now to the point to where she can understand the concept of choosing … more →
In Services Marketing, Image is Critical
Chris wrote 11 months ago: To kick off my newly determined blog posting format, I’ll share a couple of quick, personal, s … more →
Social Media and Services Marketing
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Chris wrote 1 year ago: Front-line service employees at some service-oriented companies are quite visible. At restaurants, t … more →
Make It Easy On Your Customers-Even When You're Not There
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Chris wrote 1 year ago: Typically, when we think of services marketing, we think of branded customer service, empowered fron … more →
Absence Makes the FLSE Grow Ill-Prepared
Chris wrote 1 year ago: Yep, pretty much hacked up that adage. But the principle still remains. Sticking close to those on t … more →
Branded Service Turn-Offs
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Chris wrote 1 year ago: Two branded service turn-offs: 1. Tray-liner job applications Screams volumes about how much you are … more →
Services Marketing and the Empowered Employee
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Chris wrote 1 year ago: We’ve all had bad customer experience services. Last night, mine was at Lowe’s. Without … more →
How Viable are Tips?
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Chris wrote 1 year ago: Exciting title, eh? Well, this is a shorter post, so there’s today’s improvement. One as … more →
Empowered Employees, In Spite of Company Policy
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Chris wrote 1 year ago: One significant aspect of Services Marketing is that of empowered employees. Verizon Communications … more →
Customer Touchpoints: The "Back-End" of Services Marketing
Chris wrote 1 year ago: That title should show up on some interesting searches. I jump through hoops all day. We all do. It … more →
Steak and Shake, the Primer-Coated Car with the Loud Exhaust Pipe
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Chris wrote 1 year ago: As I have mentioned previously, one of my little hobbies is the “study” of high-end, hig … more →
Passing It On: Real feedback when it matters
Chris wrote 1 year ago: I recently ran across this video on Andy Sernovitz’s blog, “Damn, I Wish I ‘d Thou … more →
In Services Marketing, "Value Added" Is Key (and Free)
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Chris wrote 1 year ago: Typically, when we think of “value added,” we think about giving away free stuff. When I … more →
Passing It On: Starbucks nationwide to close for emergency re-training Feb. 26
Chris wrote 1 year ago: Aside from the fact that access to a hazelnut latte, extra hot, will be blocked for three hours in a … more →
Fresh Content
Chris wrote 1 year ago: Have you noticed after following a blog for a certain period of time that it seems you’re just … more →
Passing It On: An Open Letter to Starbucks' Howard Schultz
Chris wrote 1 year ago: I promise I’m not out searching for this stuff! To continue my discussion about Starbucks and … more →
Services Marketing and the Pizza Continuum
Chris wrote 1 year ago: My neighborhood borders a large area of undeveloped land. Actually, it used to border a large area o … more →
When Commodities Compete, Branded Service is the Key
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Chris wrote 1 year ago: You’ve probably heard the news about how McDonald’s is competing directly with Starbucks … more →
How Much Does Employee Empowerment Cost?
Chris wrote 2 years ago: One group of Front Line Service Employees (FLSE’s) that I sometimes fail to consider is the te … more →
