Yep, there IS an “F” word in business, and it’s FEELINGS. And I want you to start using that word often. The “F-Factor” in business is the feeling factor – the way people feel about working for and doing business with you. The customer experience is the sum total the feelings evoked as a result of any interaction at any…
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Ever find yourself walking out of a restaurant or movie saying, “I loved it”? Ever say, “I love my mechanic”, “I love my hair cutter” or “I love my car”? Ever find a place in nature that makes you feel so connected that when you think of it, you actually feel how much you love the place?…
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I learn a lot when I take long walks on the beach. I guess being in such an expansive space gives my mind the room it needs – to think more freely, to synthesize ideas and tap into the wisdom accumulated in almost 30 years of talking to and advising people about how they take…
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Ever notice that the very first sentence we say to each other at the very first moment of a New Year begins with “Happy”? Yep, the very first word we shout as the ball drops is “Happy!” Our very first wish for each other at the beginning of a new year is a…
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We just moved through an incredibly challenging year. It’s the most toxic one I’ve ever experienced. Perhaps you feel the same. Hacking, haranguing and a harrowing election cycle has put a damper on happiness for so many. Knowing I was going to write to you today, I sat over the weekend, tapped…
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That’s the title of a workshop I did years ago for a big international bank in NY. We were trying to get the customer-facing people to loosen up just a little and lead with an open mind before automatically saying “No,” which so many bankers had been trained to do. I know. That’s where I…
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I meet a lot of new people. And that means that frequently I’m asked what I “do”. It would be wonderful if I could develop and remember an “elevator speech” that really encapsulated it, but faced with that situation in real time though, I find myself saying a variety of different things. Most of…
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In my last communication with you, prior to the election, I asked you to be careful – very careful– of how much of the negativity you let in – to your head and into your company or department. I hope you chose to heed my advice and I hope that it gave you some…
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There’s No Where to Go The media doesn’t miss a moment of this horrendous, degrading and R-rated election process. Even if you try to stay away from it, it’s almost impossible. This polluted version of an honorable process is being served up in the airports, in restaurants and all over social media. I (yeah,…
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Pick up any business magazine today and (finally) there are some frank discussions of how you make your customers (and employees) feel and the importance of deliberately creating positive emotions in the experience. The more companies understand that the better we all will be. As consumers and as suppliers. Feeeeelings.. it’s all about the…
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