Back in 2007, when Zingerman’s wrote Zingerman’s 2020 Vision describing what the business would look like in the year 2020, we wrote that “we [Zingerman’s] have successfully quantified fun, measured fun, and improved our fun factor by at least 380% since 2007. We actively teach people how to have fun at work. We have games […]
We all know service is important—right? We’d be surprised if there were a company left in the US which hasn’t incorporated some version of “the customer is always right” into its employee handbook. Every politician and business leader can quote statistics about the pros and cons of the relentless move towards a “service economy.” And […]
What does a truly great customer experience look like? We spend a lot of time thinking about this at Zingerman’s. In fact, we actively measure the customer experience by way of the Zingerman’s Experience Indicator (ZXI), which is our adaptation of the more commonly known Net Promoter Score. As Ari explains in this article, “the […]
For those of us who sell specialty products, customer education has always been part of the selling process. Sometimes we’re offering products that most customers have never heard of. Other times we have items with familiar names but vastly superior ingredients or construction. Almost always the prices that we charge are higher than what is […]
“You can say ‘no’ to customers!” feels like an outrageous thing to advocate, especially when your organization is known for delivering great customer service…
One of the most common questions we get asked as trainers is:
