Category Archives: Delivering WOWs

Who Said You Can’t Get Great Service from an Airlines-United Airlines

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I recently booked a trip with UNITED AIRLINES and it was such a pleasure……..   With very short notice,   I was invited to attend a confernece in Belize and was scrabbling to find a flight out of Cincinnati.   I went the usual route of checking with my travel agent and looking on line for discsount flights.    To my surprise not only were the flights running very expensive but most had lay overs of 5-7 hours.   With an average price of $750.00 for the ticket,   I was not really excited to move forward with this expensive experience -and of course adding the $150.00 change fee(that is a negavitive WOW).  Once last hope was to contact UNITED AIRLINES since I was carrying a UNITED AIRLINES MILEAGE PLUS CARD.   I spoke with the representative and we were almost on the phone 30 minutes trying to confirm a reservation to and from Belize.   He was not only extremely helpful but was determined to make it happen for me…..I felt he was on my team!!!!!!

We finally arrived at a booking and he then said let make sure you can use the points today since they close at 8am.  He gracious held the ticket for 24  hours and connected me with the MILEAGE PLUS representative .   For some reason, I did not have a pin number for the miles and that was a must do to complete the transaction.   I was sent a link and got the created a pin number.   The following day , I booked the flight and confirmed the reservation.   I am not saying it was simple but the two agents that I spoke to were not only professional but really wanted to assist me.    I will think twice when I am offered a different card and perks from other airlines and their related credit cards!

Apple Store is a 10

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I woke up one morning and my MacBook Pro was dead…nothing, black screen, no power. Luckily I have Apple’s Joint Venture, a program designed to help you improve the way your business runs. First, I called Apple’s online support for help. After trying to solve the problem over the phone, the Apple rep offered to make me an appointment at my closest Apple store. An hour later I was in the store and at the genius bar. (Joint Venture members move to the front of the line!). The genius evaluated the problem, explained to me what had happened and why, and fixed the issue. While I waited, I connected with the store’s business lead and told her how pleased I was with the service. Thirty-seven minutes later, I was out the door and back in business. Every touch point of this experience was exceptional and each person I came into contact with was obviously well trained in how to perform his/her part of the service process. This was a great experience that I now share with friends and co-workers. The Apple Store is now on our CED’s Top 10 Winning Experiences List.

Hotel Monaco-Chicago

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I recently stayed at Hotel Monaco (Kimpton Hotels)  in the Chicago Loop for the weekend. There are many hotels in Chicago to choose from but this weekend stay was filled with many many surprises. Of course the location is wonderful and that goes without saying.

However, there were many unique surprises that were in store for the weekend. As we registered with the front desk, I requested a room with a view.  All of the rooms facing toward the street have window box views of the water and the loop.  We were informed that each night a happy hour with music was offered from 5pm to 7pm. The harpist was wonderful and it was a great backdrop to the two weddings being held that weekend. Our concierge was very informative and suggest we take the River Tour-A Must!.

I notice several newsworthy items in the lobby by the elevators….Running with the Chef on the Lake every Saturday morning at 7am and Bikes for free!.  Wow, these two offerings were most unique and were most enjoyable, allowing for a full Chicago Lake experience. The rooms were well decorated with many additional  comfort accessories and the the work out room was small but extremely well-equipped with towels and refrigerated water.  The restaurant offered many healthy choices….vegetarian, vegan and low fat entrees.  Since the hotel is in walking distance to the Sears Tower, Michigan Avenue, John Hancock Building and many other sites of interest, is was an experience with many levels of value.  Would promote this experience and hotel without hesitation!

Nordstrom -Your Are a Wow!

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During a recent purchase over the phone of Dolce & Gabbana Light Blue Fragrant and Clinque Lip Gloss,   I was totally surprise with the ulimate concern of the  sales associate.  I was squeezing in a last minute purchase so that I could get the triple points bonus being offered that weekend.

The associate actually got all of the debit card details and moved the purchase forward. The next day I went to Nordstrom’s Kenwood to pick up my purchase and found it was not there. The sales associate ran down the problem and confirmed that I would have a follow up call from customer service. The next day I received a call that the shipment was coming from the Easton Store in Columbus, Ohio and that it would ship without charge.  Actually,  I felt I had purchased a product that Nordstrom was treating as a as a very expensive item. It was of more importance to them than to me.

My concern about receiving the product was much less than that of the sale associates, and the follow up and expression of professionalism was one I have never experienced in a retail setting. Everyone knows that Nordstrom is a high quality organization base on superior customer service.  This experience went beyond that and I felt that I was part of the Nordstrom’s  family……not to be forgotten and happy to tell many others about the experience.