Mike has his own unique style. He draws on more than 27 years experience. He has worked most positions in the service industry and feels at home in more major cities than most people.
30 years ago we called this moments of truth – Dave Gray calls them touch points but the idea is the same. None the the less this is a great way to map out your customers journey through your service experience. It is also a wonderful way to make the whole team understand what the critical touch points (bottlenecks) are in the customer experience:
Se his blog here
The best advice from Seth Godin... ever in my opinion:
“The new thing is never as good as the old thing, at least right now.
Soon, the new thing will be better than the old thing will be. But if you wait until then, it’s going to be too late. Feel free to wax nostalgic about the old thing, but don’t fool yourself into believing it’s going to be here forever. It won’t.”
If you don’t understand this you will have a “KODAK – Moment” and wake up one morning and find that the new thing that was not nearly as good as your old thing has now stolen your business.
Inspired by the principles developed in the “Service Profit Chain”, Mike Hohnen takes you through each of the steps needed to create an outstanding service business.
You will find it here on Amazon
We live in a world of abundance – there is plenty of choice everywhere. And since 2008 we have experienced significant drops in demand as consumers became more careful. The result is a widening gap between supply and demand in virtually any category you can imagine.
When that happens, many companies have a knee-jerk reaction, and the recipe is more or less always the same: initiate rigorous cost-cutting programs, reduce staff and/or services, offer discounts in many forms, and increase advertising aggressively.
This, however, is the equivalent of trying to steer and brake as your car begins to skid on black ice while going through a sharp curve.
As you hit that declining demand curve, you need to perform what at first seems like a counterintuitive move: hold your price, increase your services, improve your quality, and narrow your focus in the market.
In this book, you will not only understand why but also see how you can do that.
From the coolhunter:
The new D’Espresso on Madison Avenue (at 42nd) in New York has received more media attention than is generally awarded to a tiny coffee shop in this world of millions of new coffee shops.
The reason for the attention is the fun design by the Manhattan-based nemaworkshop, a team of designers and architects that has created numerous cool retail and hospitality concepts. Founder Anurag Nema took the idea of a coffee shop that looks like a library – giving a nod to the nearby New York Public Library’s Bryant park branch – and turned it on its side. The walls are not lined with books but the floors and ceiling are. Except that it is all an illusion, a life-size image of books printed on custom tiles. Pendant lighting does not hang from the ceiling; it sticks out from the walls.
See the photos here D’Espresso
