customer experience Archives

Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Need For Speed

Don’t Worry, Be Happier

The Soft Touch of Service Recovery

Embracing Change: The Power of Going All-In at ETE

If You Can Do It, Do It

The dual Christmas and New Years holidays serendipitously fell on two consecutive Monday and Tuesdays. This meant: 4 day weekends, slow work weeks, and lots of time to celebrate and relax with my family. For the first time since my maternity leave, I had a lot of quality time on my hands with my son. Email notifications […]

Make Game Changing Plays

The holiday season brings family together, rewards some of us for enduring cold weather, and carries on traditions. It’s the most wonderful time of the year… especially if you are a football fan like me. Football is a tradition and a passion among many in my family, with my coworkers, and with our customers (right, […]

Guiding Your Customer Experience

As the air develops a cool crispness and the trees begin turning yellow and red, it means it is time for more than just football and pumpkin spice lattes. It’s college-campus-visit season. As a father of both a college sophomore and high school senior, I have been on my fair share of college campus tours. […]

The Cog in Your Customer Experience Strategy

A decade ago, I was a very fast man on the banked oval tracks known as velodromes. At one time, velodrome and track bicycle racing were the most popular spectator sports in America and the top racers held the land speed records of the day. Now, there are only a couple dozen velodromes in operation […]

There's a Problem – and Then There's Ice Cream

Arriving at a mood-lit hostess stand at a trendy fine-dining restaurant, excellence is an anticipated part of the experience. The simplicity of takeout pizza too, though more common place, has expectations that good and easy food awaits. As customers, we always carry expectations into a service or purchase experience, and regardless of how it goes […]

A Tale of Two Sweaters

Last December, I bought a couple of sweaters online. One was for myself, and one was as a Christmas present for my brother. I ended up finding what I was looking for on two different websites – and I had two very different experiences. Website A was where I bought the sweater for myself (a […]

Who’s Marketing You?

No matter the industry or the size of the company, there is usually a group of men and women under the umbrella title of “Marketing Department.” Their job is to engage customers in a way that promotes brand loyalty, often through the use of printed materials and catchy slogans. Well, I’ve got some news for […]

The Devil is in the Details

This year, we’ve put a lot of blood, sweat and tears into defining the ETE REMAN brand. With that came an earnest evaluation of our customer experience. From shipping to sales, we strive to make each interaction unique to the ETE REMAN experience. We quickly realized that what we were sending out with our units […]