Human beings tend to move in the direction of what they talk about. So, leader, let’s stop talking about “what’s wrong” with “these kids today” and start talking about what’s right. If you’re on my list I know you care about creating great customer experiences and nourishing the kind of culture that promotes them. I encourage you to make your own “What’s right” list.

Young People Today

As I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…

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All over the world people will be hosting Positive Flash Mobs, and posting pictures to social media. They will be sharing how they will be celebrating happiness, they’ll be taking challenges and doing kind acts for others. Oh and so much more.

Celebrate Happiness at Work

          Celebrate Happiness at Work! Next Monday is International Happiness Day. Yes really. In 2012, the United Nations (UN) declared March 20 to be observed as the International Day of Happiness. Its aim is to recognize that happiness is a fundamental human goal, and calls upon countries to approach public policies in ways that improve…

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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 touch point in the organization. It’s based on the customer’s perception of the value delivered, tangible and intangible.

Can You Use the “F” Word in Business?

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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The human body functions best when it’s positive. Period. Now that we know that – science has proved that it’s true – it’s easy to see that when you leave your employees and customers feeling happy (and maybe even loved) you’ve made a deposit in an emotional bank account that over time compounds, grows larger and actually makes your business easier to grow. Human beings crave appreciation (In fact William James once said the deepest human need is that for appreciation.) While we have set aside one day a year –Valentine’s Day- to celebrate love – I think in light of all that is going on in the world today, we might just consider doing that a little more often!

What’s LOVE got to do with it?

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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