Lyft Offering Taxi Service on its App Lyft is beginning to offer traditional taxi rides through its app in addition to its usual rideshare services. Starting with a pilot in St. Louis, Lyft is rolling out a feature that allows riders to opt in to be paired with a licensed taxi when available, and can arrive… Read Full Article
A central part of Starbucks’ turnaround strategy—led by CEO Brian Niccol—is a renewed emphasis on human connection between employees and customers, shifting away from a tech-heavy approach. More than five years after introducing mobile-order-only pickup stores, the company is phasing out the concept, citing a lack of the inviting atmosphere it aims to cultivate. Starbucks… Read Full Article
First Federal Community Bank, based in Dover, OH, is focused on delivering a world-class client experience and a great employee experience to its team members. First Federal has conducted the World Class Leadership workshops and World Class Internal Culture workshops to establish leadership and internal communication standards. They have taken that focus a step further… Read Full Article
Costco’s strong reputation for customer service likely played a key role in its recent membership surge, adding approximately 5 million new members between 2023 and 2024. As of its fiscal Q2 2025 earnings call in March, total membership surpassed 78 million. Following this growth wave, Costco plans to open 29 new locations in 2025. One… Read Full Article
Gen Z’s Lack of Service Aptitude Infuriates Customers Some are calling it the “Gen Z gaze”. Recently, on the platform X, older generations complained about the lousy customer service they are receiving nowadays, mainly from the younger generations. X user @pbprot shared a post that gained over 1.7 million views and started a firestorm of… Read Full Article
For over 4 decades, Southwest was an outlier in the US airline industry. They provided great customer service in an industry where it appeared their competitors were fighting to be the worst. Southwest was consistently ranked the #1 airline in domestic customer satisfaction. In our consulting workshops, Southwest was consistently mentioned when asked about what… Read Full Article
Chipotle CEO Scott Boatwright recently confirmed that the chain aims to open a new location roughly every 24 hours throughout 2025. This hyper-speed rollout is fueled by the goal to nearly double their footprint, to 7,000 locations in North America by decade’s end. AI-driven hiring and operations tools are powering this rapid rollout, part of… Read Full Article
Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed… Read Full Article
Turning a Drawback into an Experience Sandals Montego Bay is situated directly adjacent to Sangster International Airport, which is in the primary departure flight path. As a result, guests can expect to hear and see planes taking off throughout the day. This is not ideal for guests who are mostly there to relax, whether at… Read Full Article
While most airlines chased customers with low fares, Delta has taken a different approach—banking on the idea that travelers would pay more for a better experience. That bold strategy has paid off: Delta is now the highest-earning airline in the U.S. and the most profitable, with a rare customer loyalty level in the industry. “We… Read Full Article
