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Monthly Archives: July 2014

Are reward programs really improving loyalty? Have technology, big data and access to it rendered these programs as no longer relevant?

I was at the checkout counter of an office supply store. I don’t buy many office supplies so I visit the store about twice a year. Just before the clerk scans my items he asks if I am a member of their rewards program. Hmmmm…. Am I? I don’t know. I don’t remember. I don’t shop here frequently, so probably not. I answer “No”, but in the back of my mind I think maybe I am a member. If I am, I have no idea where that card is or what my member ID is. I ask the clerk to see if he can find me in the system. I give him about 15 phone numbers – old cell #’s, old office #’s, current address, previous address… and NADA! At this point he asks if I want to sign up. Aaaaahhhh!! Read More


You can query your favorite search engine and find a myriad of articles, books and opinions on the subject of “Millennials”.  When we talk about the Millennial generation, we are referring to people born after 1980 although some would say that a 1983 would be the start of this generation.  Regardless of how you define this group, much is written about them and the challenges and rewards of integrating them into today’s workforce…and for good reason.  For the first time in USA history we have 4 generations in the workforce.   For example:  at the end of my career at McKesson Corporation, the president of my division was from the Traditional generation, born before the end of WWII.  My boss, a VP, was from Generation X.  And then there was me, a Baby Boomer who managed other Boomers, Gen X-ers and Millennials. Read More

During many conversations I have during the day evangelizing Customer Experience I find that many people think I am talking about Customer Service. You know something that happens after the sale. Providing excellent customer service at every interaction is a big part of Customer Experience, but it is not the end all for delivering a superior customer experience. Wikipedia defines Customer Experience as “the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction.” I am sure there other definitions, but this one suffices for this post. Read More

Have you ever called a support center to get help with problem with your cable service or anti-virus software and found yourself saying the same thing over and over but getting no results? Or maybe you contacted your mobile phone service provider to ask some questions, but instead of answers the agent kept trying to give you solutions? This is what happens when service providers are listening to “respond” rather than listening to “understand”. Read More

you_deserveSo get up and get away to…. Wait!  Hold everything.  McDonald’s is now dead last in customer satisfaction ratings?   Click here for NBC News article based on the latest info from the American Customer Satisfaction Index.

What happened?  The “You Deserve A Break Today” campaign which ran from 1971-75 was one of most successful campaigns of its time.  It took the chain from 5 billion burgers sold in 1969 to a whopping 20 billion burgers sold at the end of the campaign in 1976.

Did McDonald’s lose its secret sauce and become ordinary or are other forces at work?  Read More