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…
DetailsIn 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…
DetailsThere’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,…
DetailsThere’s never been a time when great customer care mattered more than it does now. While the economy is growing and consumer confidence is getting better, the customers who are buying have scores of choices of where to buy and how to buy. And now, almost every product and service out there has been “commoditized”…
DetailsPick 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…
DetailsThink about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you? But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…
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