Articles by Dr. Linette Montae

December 22, 2014
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Impressed At Food Lion

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 morning I observed the customer in front of me receive a beautiful bouquet of pink roses. The cashier randomly put the roses in the shopping cart along with the grocery bags and […]
July 29, 2014

Did Hewlett Packard (HP) Provide The Optimum Experience™?

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. After 8 days, the WiFi card and leap motion program crashed on my brand new HP laptop. Here is my experience with HP’s customer service department: (1) I spent 2 hours clicking and […]
June 24, 2014
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2 Lessons About Follow-up That Will Improve Your Customer Experience And Increase Profit

Follow-up is a critical piece of the customer experience.  Here’s what happened: I am choosing between 3 companies to handle an upcoming project. I have no direct experience with any of the 3 but each comes as a trusted recommendation. I visited each website to gather as much information as available and although one site had sample pricing, the norm is to submit a quote request. I like to take action so not having the answers I need right away diminished the experience – but I submitted the online form for the company selected as my “first choice”. Well . . .  24hours – 48hours – 1 week – 3 […]
May 14, 2014
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How Can Your Company Use My Customer Experience At Priority Honda?

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 took my mom’s car to Priority Honda because the air conditioner was blowing hot air. Most of my experience was uneventful. In fact, I felt the service professional who checked me in could […]
March 19, 2014
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Email Is A Great Way To Enhance Customer Engagement – But Not Like This

Here is an email I received a few days after attending a luncheon event. I am pasting the message exactly as is – in it’s entirety; however, I will remove as many identifiers as possible. Note: The email came from the sender’s GMAIL account and had a visible cc list of 28 other people. Dear <<First Name>>   It was great meeting you at the XX networking luncheon this month. I wish you continued success with your business. Like our business page on Facebook at [their Facebook page url] and please share our Facebook page and this information with anyone who […]
March 17, 2014
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3 Things Customers Expect From Your Company

You have spent a lot of time, energy, effort and probably MONEY becoming a well-known brand but that is only 1/3 of the way to success. Your company name is out there and people are talking. Your products and services are needed and your customers enjoy them. But to increase profit margins your company must be Known, Liked and Trusted! Yet, in one quick moment of time, all of that can be swept away as a result of poor customer experience. Here’s what happened: I had come to know, like and trust Brand X. The products were great and I have […]