Happy People

Hypersensitive customers!

As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive customer,” a consumer that has less cash, more information and less tolerance for poor customer service than ever before. The study, conducted by UK accounting and business consulting firm BDO Stoy Hayward, found…

ippa

More IPPA

As promised in this week’s Customer Care Tip I’ll be sharing some of my learnings from last week IPPA conference on Positive Psychology (P2). If you are wondering what the link is between P2 and customer care and loyalty – it’s this:  “Positive Psychology is the scientific study of what enables individuals and communities to thrive.” That’s…

People keep asking me why I'm so darn happy. After all, they say, things are pretty bad out there. All the more reason to stay centered and happy I say. In fact, I've never felt stronger, smarter or more confident than I do now.

Still All Fired Up

People keep asking me why I’m so darn happy. After all, they say, things are pretty bad out there. All the more reason to stay centered and happy I say. In fact, I’ve never felt stronger, smarter or more confident than I do now.   Years ago when I got trained as a happiness coach…

What a time of confusion it is. Most people are dazed, confused, fearful and stressed. We don’t know what’s going on out there so I figure it’s a good time to explore what’s going on in HERE, inside. Yep, inside of ourselves.

In Confusion: Opportunity

What a time of confusion it is. Most people are dazed, confused, fearful and stressed. We don’t know what’s going on out there so I figure it’s a good time to explore what’s going on in HERE, inside. Yep, inside of ourselves.   It’s a time of opportunity. Contrary to popular belief, confusion is actually…

Happy Valentines

Happy Valentine’s Day

A day dedicated to love. How nice.   Everyone every where seems to be smiling today. At the farmer’s market this morning, the several stops I made today, even the dry cleaners where I complained about the stains they added to my cute little red jacket.   The supermarket seemed brimming with couples picking out…

Core Competencies

Core Competencies

I love Peter Drucker, always have, always will.   I started learning Druckerisms early in my career since he was a favorite consultant of my former boss, Gerry Leeds. http://leeds.colorado.edu/About_Leeds/interior.aspx?id=238   Drucker believed that every three years every company had to take a look at their “Theory of Business.” That theory is made up of the…