Customer Engagement 
Virgin Mobile: Please Revisit Your Promise to “Make the Customer Happy”…(0)
We recently purchased a mobile phone from Virgin. Our company, McDaniel Partners has been following Richard Branson and Virgin Mobile for years. We have been often awed by the customer experiences he has been able to create. We have presented countless “Virgin Case Studies” to our clients on how to create brilliant customer experiences. So, [...]
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Does Satisfaction Matter? Probably Not!
We have been focused on the importance of employee engagement for quite a while. Why? An engaged workforce is very different from one that is merely satisfied.
Engaged employees feel energized, passionate, involved, dedicated and committed to the organization. They believe that they can impact the quality of work/products/services; the customer experience and the profitability of [...]
Treat Customers Like Guests, NOT Children!
I had a very interesting discussion with an employee of Loblaw Companies, Canada’s largest food distributor and a leading provider of general merchandise products, drugstore and financial products and services.
Many of you have seen me write about the lack of service we have experienced at this grocery retailer. What we find surprising is that [...]
Do Everyone a Favor – Deal with Your Surly Employees!
Come on – unemployment rates are climbing so why do you continue to employ surly, non-customer oriented employees? What is wrong with you? If you want to survive this economic downturn, it will take more than cost cutting to get you through it. It will take great customer service and happy employees.
Well, today our [...]