I’m just putting my finishing touches on a full day Customer Loyalty workshop for a client, and as I interviewed people in customer-facing positions to uncover the obstacles preventing them from taking “Exquisite” care of their customers, stress was way up there on the list. I don’t know about you, but I’m feeling a little…
My plane was hours late. I arrived at the hotel tired and cranky. A major head cold (and possibly fever) was brewing and worst of all I hadn’t eaten any dinner, and was hungry. As I approached the hotel coffee shop I saw a woman at the cash register. She was counting money. …
We all know what we have to do to create the positive customer experiences and long-term loyalty our organizations depend on, right? We’ve been to the trainings, read the books, attended the staff meetings, and have a pretty good idea of the changes we need to make for better performance. But do we DO…
I had fun speaking in Las Vegas on “21 Ways to Keep ‘Em Happy, Keep ‘Em Loyal and Keep ‘Em Coming Back”. It’s one of my favorite talks. It’s fast, it’s funny, it’s chock full of great ideas and there is literally something for everyone, even in a large group. Even more fun were…
Do you know the magic question ? My local Publix market is very customer friendly. They actively encourage their customers to take advantage of their “carry out” service and have their bags taken right out to their cars. It’s all part of the ‘Publix – Where Shopping is a Pleasure’ experience. The service is…
I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…
“Meeting and listening to you today was like coming out of the salon, with a fresh new hairstyle… refreshing, reviving, renewing, and much needed. Thank you! I hope we meet again in the not too distant future.”
Happy Valentine’s Day! I’m so happy this week’s Customer Care Tip falls right on the official “Day of Love” itself. It’s a time when everyone is just a little more attuned to the topic of emotions – a powerful business topic you know I’m passionate about all year ’round! There are probably infinite ways to…
I was in the Tampa airport yesterday headed home. As I was looking around for the “no bags to check” kiosks in the terminal I was distracted by people carrying big batches of red balloons saying “I love you”, “Be mine” and other assorted sweet sentiments. I found a bunch of stationary balloons and…
Yesterday, just for fun, I did an internet search for “happiness in the workplace.” There were nearly 10 million results, and two million of them featured “happiness in the workplace statistics.” The stats keep rolling in, telling us that for sure, happiness and positivity at work pave a path to customer loyalty and profitability. I…
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