Surface acting is when front line service employees, the ones who interact directly with customers, have to appear cheerful and happy even when they're not feeling it. This kind of faking is hard work -- sociologists call it 'emotional labor.'
Race relations involves learning respect for other people -- regardless of who they are, what color they are, their economic background, or what country they are from. And this is something we all need to practice, Caucasians and people of color.
Thanks to tantrums and never-ending checkout lines, it is no wonder that footfalls are increasing in online marketplaces. Be it for clothes or gadgets or even groceries. Everybody thinks that it is considerably easier to conduct business on the net.
Studies prove customers who are treated fairly are likely to pay more for better service and stay loyal for years. Now look at your business. Could your customer service department benefit from a re-boot?
The customer experience must be consistent in marketing, ticketing, gate operations, flying and baggage handling. Each interaction is an opportunity to turn that customer into a raving fan. Each interaction is an opportunity for one human being to be kind to and take care of another.
It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really?
For ethnic spa goers, many times the preliminary conversation to determine what we use on our skin, why we use it and what we expect to achieve from our facial is omitted. Were you aware that such a conversation should even take place?
Increasingly more and more African-American, Hispanic, Asian, biracial and other ethnic women are asking a question prior to booking their facial appointment. The question is, 'Do you have someone who knows how to work with my skin?'
I'm very curious to know what went down at the Gap buyers meeting where the decision to discontinue my pants was made. Did the President of Pants get hip-checked on the bus by a grumpy voluptuous bully that morning and form a sudden agenda against pear-shaped people?
You worked hard putting together a marketing plan to spread the word about your small business -- to drive customers to your door. The next task is to figure out how to get them to return again and again.