Peter Psichogios

The Cosmopolitan Sucks at Service Recovery

If you missed the reason why The Cosmopolitan lost two customers for life, please click here before reading about how bad they suck at service recovery. The reason I waited until 5:00 a.m. the next morning to file a complaint was because I am a...

How Years Of Loyalty at the Cosmopolitan Las Vegas Were Ruined in a Matter...

My wife and I’s favorite hotel in Las Vegas used to be The Cosmopolitan. We were there when the place opened for New Years Eve in 2010 with a concert featuring Jay Z, Cold Play, John Mayer and Beyoncé. The next year we were invited…

Do For Your Customers As You Do For Your Guests

Imagine a guest is coming over to your home this holiday season for dinner. What do virtually all of us do before they arrive? Obviously we cook! But what else do virtually all of us also do? We clean! Why do we clean before they…

If You Focus On Your Product You Are Missing The Bigger Opportunity

Companies spend billions of dollars every year on new products. Almost each and every one of these new products are quickly copied, reverse engineered, replicated and often times even improved upon by competitors. Over and over, again and again, companies invest huge amounts of capital,…

Stories Are Everything

Externally, the stories told about you pretty much sum up your brand. I do not care how many millions you spend on advertising or how many followers you have on Facebook or Twitter. I do not care what your annual report says. I do not…

A Lot of People, Teams and Companies Make This Mistake!

Although the principle is noble in customer service when trying to create a personalized, authentic, hassle-free experience, the golden rule of “treat others how you want to be treated” does not work. In the world of customer experience, in the world of customer delight, in...

Time Is The Ultimate Commodity. Speed Is The Ultimate Weapon.

Think about what you want as a customer. Do you want to go to the front of the line? Or wait in the queue? Do you want your interactions to be fast, friendly and hassle free? Do you want choices to either self-serve or deal…

Who Is Your Customer?

It is important enough to ask it again. Who is your customer? When I sit in board rooms or executive suites and ask the same question, I will usually hear descriptions of their different consumer segments or markets. It is rare that I hear a…

Invest In Your Team’s Development And They Will Invest In Your Customer’s Development

I think when people wake up in the morning and they are preparing to come into your place of business, given the option, they would rather be excellent than average or ordinary. You or your organization screen this talent in your business to ensure that...

The Customer Doesn’t Care How You Want To Be Treated

A lot of people, in fact most people, talk about the importance of the golden rule. The golden rule being, “Treat the customer as you want to be treated.” I don’t think the golden rule was ever good advice. Today, it is horrible advice! Customers…

Choose Rouge At Your Own Peril

Air Canada Rouge is the most incompetent airline. Here is a list of reasons every customer should be wary: -They inconvenienced me because I had to wait for my bag at baggage claim. The whole reason why I selected this flight is because it was...

It Really Is Not A Carry On If You’re Stuck On Air Canada

So me, my business colleague and another abused Air Canada passenger are waiting in baggage claim as every other passenger on our flight leaves with their checked baggage. The three of us are talking about how this has never happened to us before. The only…

When is a Carry On Not a Carry On?

A carry on piece of luggage is not a carry on when you are flying the airline Air Canada Rouge. I woke up and it was still dark and I thought I was having a nightmare but it turned out to be a true airline...

The Positive Power of Personalization

If you stop and think about it, it is quite easy to see why personalization = profit. Do you want to feel like a number, or like a cow being herded through a turnstile? Or would you prefer interactions that are personalized, unique and make…

Creating Positive Stories Is More Important Than Ever!

As I have written, ranted and raved about repeatedly, I believe that in today’s personalization economy, people crave personalized, authentic and hassle free interactions. As a result of the explosion of social media, stories have a more powerful ripple effect than ever in history. Service…

It is Critically Important That Performance and Sales Incentives are Personalized

Before I talk about the importance of personalizing performance and sales incentives, I would like to stress the importance of recognizing and providing incentives in the first place! What I have witnessed is the vast majority of the organizations that are providing performance incentives to...

Personalized Service Recovery

A lot of people for a very long time have been writing about the importance of service recovery. Obviously, recovering when you haven’t delivered to your customer’s expectations is critically important. Like anything in life, there are good and bad ways to go about recovering…

If You Want To Keep Your Customers Loyal, Remember That Humor and Show Biz...

It’s true. Humor and a little show biz can go a long way to creating a differentiated customer experience and enhanced loyalty. Let me give you an example that I heard at my favorite Italian restaurant in downtown San Diego. I was having an antipasto…

Do You Feel It Is Important To Celebrate Service Excellence?

When I ask this question in person, whether it be in a board room or talking with a front line associate, I almost always get the same answer. “Of course I think celebrating service excellence is important.” When I am talking with a front line…

Become the CEO of You Inc!

I talk with senior executives from all types of organizations all over the world on a regular basis. One of the biggest complaints and challenges these executives tell me they face is the bureaucratic nature of their organizations. Let’s face it. Virtually every large organization…

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