I had discovered while researching my trip to the UK that just 14 miles out of Cambridge was Ely, famous for its cathedral, and where Oliver Cromwell lived for ten years of his life.
The bus took an hour and a quarter to get there, the consequence of stopping at every local bus stop along the way but I had a good look at the suburbs of Cambridge and the surrounding countryside, and watched the locals coming and going, noticing the change in their accents the further away from Cambridge we got.
I’ve often wondered why so many small English towns have such enormous churches but it turns out that usually the churches or monasteries came first and the towns grew up around them. Ely began with a Benedictine Monastery, on an island in the Cambridgeshire Fens, though the monastery was destroyed in 870 by Danish invaders. (Was there…
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CUSTOMER SERVICE DELIVERY-THE MISSING LINK IN THE RE-ORGANIZATION OF AMTRAK TO FULFILL A CONSISTENT, POSITIVE CUSTOMER EXPERIENCE”
By M.E. Singer
In response to the long awaited, desperately needed re-organization of Amtrak announced January, 2017 by CEO, Wick Moorman, it is time to recognize a missing organizational value that a parallel ,previous problematic culture, United Airlines, recently embraced. Sadly, any notion of customer experience at Amtrak over the prior ten years before Mr. Moorman, if addressed at all, was through an “echo chamber.”
Acknowledging how Disney created the relevance of having an overall, hands-on perspective of the Customer Experience, United Airlines, under ex-CSX President Oscar Munoz, has jumped in with both feet, with United now having a Senior Vice President Customer Service Delivery. Indeed, the immediate relevance for Amtrak is how United has explicitly delineated its expectations for the position of Customer Service Delivery: “Our customers have told us they want…
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This has been such a stressful week for me and, I suppose, for Andy too. It’s not all bad stress, but stress none-the-less. In October, we were driving all over eastern Tennessee looking at houses. My dream was a large piece of property in the rolling hills with views of the mountains. Andy was going along with me, but not so keen on the idea. Here is the one that captured my heart:
I mean, what is not to love there? Ten acres on a mountainside, part pasture and part forest? Actually, there were several things that made this impractical, all of which Andy calmly pointed out. Unfortunately, he was absolutely right. We looked around some more, but nothing else moved me.
Then, while waiting here in Alliance Coach for a new window shade to arrive, we decided to look around in The Villages. This must be the…
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