"The Staff Isn't Focused on Selling Stuff"

  • December 07 2011
  • Resource: Loyalty Today

People come to the Apple Store for the experience — and they're willing to pay a premium for that. There are lots of components to that experience, but maybe the most important — and this is something that can translate to any...Read More

The New Bottom Line

  • November 22 2011
  • Resource: Loyalty Today

In this new world, the bottom of line of business isn’t profits but rather customer delight, i.e. the provision of a continuous stream of additional value to customers and delivering it sooner. As a result of epochal shift of power in the...Read More

The Character of Frontline Employees

  • November 08 2011
  • Resource: Loyalty Today

Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or...Read More

You Can't Outsource Obsession

  • November 02 2011
  • Resource: Loyalty Today

To succeed today, with a mobile app or otherwise, you've got to be obsessed with what your customers go through. Call it the user experience, the customer experience, the ideation-info-architectural-construct, whatever: it's that delight...Read More

Four Seasons Founder Isadore Sharp on Culture

  • October 31 2011
  • Resource: Loyalty Today

Over the years, we've initiated many new ideas that have been copied and are now the norm in the industry. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. That service...Read More

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