Articles by Dr. Linette Montae

April 24, 2015
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Customer Experience Does Not Belong In A Can

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 my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. I recently became a customer of Art.com and there’s always a lesson for you in my experience. ONE. The purchase experience was fine. Lesson #1: Don’t get comfortable with a successful purchase. What do […]
April 3, 2015
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6 Things That Can Change Your Profit. . . In A Single Moment!

Do you realize the impact one moment can have? In just one moment: you can be asleep or awake you can be happy or sad you can be healthy or sick you can have a problem or a solution you can be employed or unemployed you can succeed or fail you can live or die Really think about that. . . In the time it takes to blink – anything can be better or worse or different. With that in mind, you must also understand that in a single moment you can gain a new customer or lose a customer. It does […]
March 19, 2015

4 Profitable Lessons You Can Take From Home Depot’s Failure

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 my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. This week I visited Home Depot on 2 different days of the week, at different times of the day. And there is always a lesson for you from my customer experience. Upon entering […]
March 5, 2015
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Stop! A One Size “Core Customer Metric” Does Not Fit All.

While I agree, there are some pretty impressive “core customer” metrics on the market today – I do not subscribe to the “one size fits all” model. Absolutely, you need to know what your customers want and you need to develop a strong Voice of the Customer process to gather that information; however, it’s “What” data you collect that concerns me. I love the “one question” concept used by the Net Promoter Score (NPS®) metric. And I fully support the value in asking the likelihood that the customer “would recommend” the product or service to others. But knowing the likelihood […]
February 23, 2015
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Dear Franchise Owner, Do You Have “On Demand Disease”?

Many Marketing Experts insist there are only 3 ways to bring more money into your company. . . #1- Raise your prices #2- Bring in more customers #3- Sell more per customer McDonald’s has tried all three and based on their (2014) 4th Qtr. sales, none of these strategies is keeping customers from flocking to competitors like Shake Shack, Chipotle and SmashBurger. I submit, there is another way to increase profit and it is really critical to the growth and success of your franchise. #4- Focus on what you do best! In fact, this is where I believe McDonald’s lost their […]
February 9, 2015
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Does McDonalds Really Want To Know What Their Customers Think?

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 my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended. I am 100% in favor of asking for customer feedback – not just during a purchase but throughout the customer relationship, before and after the purchase. However, there is a good, better and best […]