May232017
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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Articles, Attitude, Blogs, Celebrate Customer Service Week, Creating Customer Happiness, Creating Happiness, Customer Experience, Customer Happiness, Happiness at work, Happinessf, Leadership, Negativity at Work, New Custom Happiness, Positive Leadership, Positive Practices, Positive Psychology, Positive Thinking, Positive Workplace, Tips

Don’t Do These 10 Things – especially to Millennials

While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!   Don’t point out their weaknesses.  It’s not your job to “fix” your…

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Articles, Blogs, Creating Customer Happiness, Creating Happiness, Employee retention, Empowerment, Happiness, Happiness at work, Positive Workplace, Positivity, Tips
May82017
While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!

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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Articles, Blogs, Customer Happiness, Customer Loyalty, customer satisfaction, Happiness at work, Tips
Feb282017
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.