Comments on: Institutionalizing Repeatable great customer service http://www.emergencemarketing.com/2005/05/11/institutionalizing-repeatable-great-customer-service/ Thoughts on marketing, innovation, social networking, new products and the impact of technology on all those thingies Fri, 21 Nov 2008 22:48:41 +0000 http://wordpress.org/?v=2.5.1 By: luci luciano http://www.emergencemarketing.com/2005/05/11/institutionalizing-repeatable-great-customer-service/#comment-42 luci luciano Sun, 01 Apr 2007 01:01:32 +0000 http://emergencemarketing.com/?p=58#comment-42 I heard on TV that Starbucks are considering Free coffee on Thursdays. But no one has heard this in my circle of friends but me. Is this true! thank you

I heard on TV that Starbucks are considering Free coffee on Thursdays. But no one has heard this in my circle of friends but me. Is this true!

thank you

]]> By: francois http://www.emergencemarketing.com/2005/05/11/institutionalizing-repeatable-great-customer-service/#comment-41 francois Sat, 14 May 2005 13:39:50 +0000 http://emergencemarketing.com/?p=58#comment-41 I agree that the choice of words was not the best - I made some changes. Let me know if you have other suggestions... I agree that the choice of words was not the best - I made some changes. Let me know if you have other suggestions…

]]> By: Open Coffee Library http://www.emergencemarketing.com/2005/05/11/institutionalizing-repeatable-great-customer-service/#comment-43 Open Coffee Library Fri, 13 May 2005 06:28:44 +0000 http://emergencemarketing.com/?p=58#comment-43 <strong>Institutionalizing great customer service</strong> [Source: Emergence Marketing] quoted: Let's try to find a better word than "institutionalizing." Agreed, though about Starbucks - yesterday I saw one employee training two other employees. They were being "assigned" to observe the baristas at work an... Institutionalizing great customer service

[Source: Emergence Marketing] quoted: Let’s try to find a better word than “institutionalizing.” Agreed, though about Starbucks - yesterday I saw one employee training two other employees. They were being “assigned” to observe the baristas at work an…

]]> By: regina http://www.emergencemarketing.com/2005/05/11/institutionalizing-repeatable-great-customer-service/#comment-40 regina Thu, 12 May 2005 13:15:20 +0000 http://emergencemarketing.com/?p=58#comment-40 Let's try to find a better word than "institutionalizing." Agreed, though about Starbucks - yesterday I saw one employee training two other employees. They were being "assigned" to observe the baristas at work and take notes...Do you know their recruitment campaign invites people to "create the experience." You are right - their strategy is very deliberate and they hire people who are more likely to deliver great service vs. those who would require "institutionalizing." (See some of my posts re Sheraton which makes employees repeat a service promise vs. delivering an experience.) Let’s try to find a better word than “institutionalizing.” Agreed, though about Starbucks - yesterday I saw one employee training two other employees. They were being “assigned” to observe the baristas at work and take notes…Do you know their recruitment campaign invites people to “create the experience.” You are right - their strategy is very deliberate and they hire people who are more likely to deliver great service vs. those who would require “institutionalizing.” (See some of my posts re Sheraton which makes employees repeat a service promise vs. delivering an experience.)

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