Thinking Outside the Bulb

Customer Experience Factor in the Hereafter?

I read this article about a die-hard (literally) Steelers fan who had an unusual "viewing" prior to his funeral. He was dressed for game-day, in his recliner in front of the TV, while friends and relatives strolled by and said how natural he looked. Further research led me to several funeral homes that are enhancing the PEF in their services with "Theme Funerals." My favorite is "Big Mama's Kitchen" " complete with an apple pie fresh from the oven. This is another example of the degree of personalized service that customers expect from businesses today.

Customer Experience:No stone unturned

Why are rocks in the bottom of this lavatory? Do they serve a purpose? Or, do they just look “kind a’ cool”? And what do they have to do with customer service?

Our daughter got married last Saturday at Fellowship Church in Dallas. When I went to the men’s restroom to cry my head off one more time before the wedding, I noticed these smooth, gray stones in the bottom of all the sinks. At first I thought they were there for aesthetics. But, later that evening we were at a restaurant and when I went to the men’s room to wash my hands, it hit me - literally. There were ...