scottmckain

$0Today’s customer craves service so much, they’re willing to pay extra for it!$0$0If you don’t believe that, check out yesterday’s announcement that Southwest Airlines is going to be charging $10 more for the privilege of boarding at the head of the line. This is in addition to their “Business Select” fares where you get extra mileage points and a free drink. In other words, just to be in the initial boarding group will cost you an initial $10 — but means you will probably get a aisle or window seat.$0$0One analyst estimated that this charge could generate the airline $200,000,000 and may very well move Southwest Airlines back into the black for the 37th consecutive year. All from a simple $10 early boarding fee!$0$0Some organizations believe that improving their product is a way to provide customer service. They’ll examine the chemistry, engineering, manufacturing, features and benefits obsessively…yet spend a fractionof that time focusing on how to enhance how the customer “feels” when they do business with the organization.$0$0It’s obvious that visionary companies like Southwest continue to focus less on the product (the plane) and more on the people (the passengers). Meanwhile, consider what Starbucks is doing — adding product lines and having efficiency experts count the steps that baristas are taking — instead of making their shops smell more like coffee, like it used to.$0

$0A wild idea: What if there were two lines at Starbucks? If you had the Gold Card, you get in an express line — or you swipe your card as you enter the line, and your drink order is transmitted into the system. Then, one barista starts making your drink…while another calls you by name and makes certain it’s exactly what you want.$0$0Now, they’d be selling a lot more Gold Cards…and if they would start focusing more on the experience again, could re-establish themselves as a leader. It’s just a thought…$0
$0The primary point is this: Every business should take a look at how they can improve their bottom lineby improving the ability of their best customers to get to the front of the line.$0

  1. Today's Best
  2. Top Shows
  3. Best of BTR
    1. Loading

      The Do's and Dont's of Fantasy Trade

      Oh that lost art of the fantasy sports trade.. In this week show your Hero Dennis Farrell and his guest Ed Pevos work out the do's and don't of the fantasy trade. With tips,tricks and the tools to help and protect yourself vs any trade sharks in the water who smell blood.

    2. I Love Me, I Love Me Not

      In the season of love we find ourselves focused on what other people think - about us, our relationship status, our place in life, and many other things that don't truly matter. But, what about that all-important love that all too often get’s missed - self love?

    3. Tribute to golf legend Billy Casper

      Ann's classic interview, a tribute to golf legend the late Billy Casper who talks about his most important wins, why he feels he wasn't recognized on the same level as Arnie, Jack and Gary Player, despite his incredible record and lots of fascinating stories.

    4. Powerlifting and Positivity

      Donnie "Super D" Thompson knows a thing or two about lifting heavy weights. He earned himself the nickname "Mr. 3000" by being the first human to total 3000lbs in powerlifting back in 2011.

    5. Gleneagles Falconry Instructor

      Steve Burdett, Falconry Instructor at The Gleneagles Hotel, talks about the history of falconry. He explains the different types of birds used in falconry and how they each have different purposes.

    6. Value of Human Interaction

      Derek wants to talk with you about the value of human interaction.

    7. Matt Sitkoff from NHL.com

      NHL On the Ice welcome Matt Sitkoff from NHL.com to talk fantasy hockey and the NHL season with us.

    8. Kristin Naragon, Director at Adobe

      Two-thirds of marketing directors say they are unhappy with their current email solution providers. Kristin Naragon with Adobe says the time is ripe for change.

    9. Defensive Back Keith Lewis

      This episode features discussions surrounding the New York Jets options in free agency and the NFL draft. Also an exclusive interview with defensive back Keith Lewis.

    10. The Demise of the American Mafia

      Interviewed George Anastasia, Author, "Gotti's Rules The Story of John Alite, Junior Gotti, and the Demise of the American Mafia"

    11. Newsweek's Matthew Cooper

      From LBJ to Hillary Rodham Clinton, politics is this week's subject on The Halli Casser-Jayne Show with LBJ's top advisor Joseph Califano, Jr. and Newsweek's political editor Matthew Cooper.

    12. Sacred Success

      Barbara Stanny hits it out of the park with her 8th book, Sacred Success.She speaks to where we're at in women once and for all not assuming men in our lives are more savvy, educated or equipped to create financial safety and freedom.

    13. The IQ of ADHD

      Host Jeff Copper interviews Dr. Thomas E. Brown on the impact of ADHD on intelligence and whether those with ADHD can have a high IQ. Dr. Brown was inducted into the CHADD Hall of Fame and received an Award of Honor from ADDA for his excellent work in ADHD.

    14. Critical Impact of Hiring Management

      How important is the recruiter or hiring manage when it comes to the hiring process and experience of a job seeker? Rayanne will chat with a seasoned hiring professional about the critical impact.

    15. SNL Writer Sylvia Traymore Morrison

      On the heels of Saturday Night Live's 40th Anniversary, "Somewhere in Vegas" throwback to an interview with SNL's first female African American writer Sylvia Traymore Morrsion.

    16. NHL On the Ice

      NHL On the Ice welcomes Dave Fischer, Senior Director of USA Hockey, to talk about Hockey weekend across America and the 1980 U.S. Olympic Ice Hockey on the 35th Anniversary of their historic win over the Soviet Union.

    1. Loading

      Small Business Unstuck

      Host Barry Moltz gets small businesses unstuck. He has founded and run small businesses with a great deal of success and failure for more than 15 years. This is a business radio show where he shares all the craziness of small business. It’s that craziness that actually makes it exciting, interesting and totally unpredictable.

    2. America's Most Haunted

      Official Internet radio show of forthcoming epic paranormal investigation book by Eric Olsen and "Haunted Housewife" Theresa Argie.