In 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,…
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…
DetailsWe all know that an outstanding customer experience grows out of a positive, life-affirming and people focused culture. Every culture has a climate. 50 – 70% of how people feel about the climate at work…
DetailsIt’s hot out there. Of course it is. It’s summer. In Florida. I just got in from a hot fast walk. I don’t usually walk that fast unless I’m trying to outrun a feeling I don’t know how to deal with, or need to shake an answer out of myself. This time it…
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