January 3, 2015

How Was Your Customer Experience At The Bank?

The banking industry is no stranger to the annually published list of “worst customer service” and here is what I experienced on today’s visit. Yes, there is always a lesson for you in my customer experience. In times of high tech and convenience, the first concern is for a bank whose ATM does not have an envelope-less deposit system. This is a big problem for the customer who wants to make a cash deposit. Most customers are uncomfortable putting cash in the ATM machine, which requires them to use the live drive though, which restricts the customer to making deposits during the bank’s […]
January 7, 2015

The #1 Thing Hollister Could Have Done To Save At Least 2 Sales

Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on a customer experience told to me during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. With just 4 shopping days left before Christmas, retailers everywhere were pulling out all the stops to get the consumer dollar – perhaps everyone except Hollister. Expecting stores to have extended […]
January 15, 2015

5 Things Your Customers Should Never Experience From Your Company

I am still amazed by what I hear about and/or receive from customer service departments when they address a problem. Today, I received an email in response to my support ticket. While I was very professional, the email response was written in such a way that I would not continue doing business with them – if I had not already decided not to do business with them. Here are 5 things your customers should never experience from your company: 1. Attitude. It’s not always “what” you say but it is always “how” you say it. 2. Condescension. Talking down to a […]
January 28, 2015

5 Of The Most Underrated Tips For Improving Employee Retention

As I attend various meetings and events across the country, there is much discussion over whether to focus your time, money and energy on employee retention or customer retention. And when I listen to the reasoning of both sides, it sounds like the debate over which came first – the chicken or the egg? The truth is… you need employees just as much as you need customers. You need customers in order to pay your employees but you need employees in order to serve your customers.  Because they are equally important to increasing your profit margins, I assist my clients with […]
February 4, 2015

New Hotel App Provides Faster Check-in And Keyless Entry

Starwood Hotels, which owns nine hotel brands including the W, Aloft and the St. Regis has created the first app that lets you check into your hotel room with your smartphone. Not only will you save time waiting in line when you arrive but the app will also unlock the door to your hotel sleeping room. To use the keyless app, you have to sign up for Starwood’s Preferred Guest program. You book your room on the app and then hours before you check in you’ll be sent a notification with your room number. According to Mark Vondrasek, Senior VP, Starwood Hotels, […]
February 6, 2015

Does Friction Kill The Customer Experience?

I recently read an interesting article at LifeHealthPro called “Friction Kills the Customer Experience“. And it brings up a very good point. There are many ways we agitate the customer relationship without realizing our fault. In the article, author Shep Hyken shares an example that happens to be one of my personal irritants “when we’re put on hold and transferred to someone else or when we have to repeat our complaint or problem to numerous customer service reps before receiving help.” The article has me thinking about other examples you may overlook on a daily basis that are not well received by […]