And The Winner Is…..Panera!

And The Winner Is…..Panera!

From a customer perspective I want to be rewarded for my loyalty and I want it frequently… like every time I visit your store or purchase something from you. For that reason I declare Panera as the winner of restaurant loyalty programs.  Why?  Every time visit I get...
Embrace Your Inner Millennial

Embrace Your Inner Millennial

There are countless articles, blog posts, slideshares and books on Millennials telling us how to engage them, manage them, communicate with them, and relate to them. Heck, I’ve even wrote about them a year ago in my “Leveraging Millennials To Improve Customer...
Multi-Tasking Is As Dangerous As Texting While Driving

Multi-Tasking Is As Dangerous As Texting While Driving

This is the continuation of my previous post, “Multi-Tasking: Is It Helping or Hurting Customer Experience?”. In that post I proposed that the currently practiced corporate-America definition of “multi-tasking” is drastically different than the...