Customers

|
Why is good customer service so hard? Because it requires courage

Chick-fil-A is one of the best performing fast food chains in the United States. They have some of the highest per location revenues in the industry. What’s their secret? Partly, it’s customer service: Chick-fil-A leads the industry in customer satisfaction, regularly topping the American Customer Service Index’s annual ranking. Compared to employees at 15 chains, employees
Read More

|
Obamacare and the importance of customer selection

Aetna announced on Tuesday that it will withdraw its Obamacare offering from 11 of 15 states. One problem that insurance companies have with Obamacare is the customer pool: Insurers have been saying Obamacare customers are, overall, less healthy than the companies need them to be so that the medical costs covered by the plans don’t
Read More

|
A small design decision can make or break a customer’s experience

My wife and I have two young boys. They’re both under two years old. Among other things, that means our house is a circus. We got brave on Saturday night and decided to go out to dinner as a family. We went to Pappasito’s, a Mexican restaurant here in Houston. We made sure to go
Read More