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…
DetailsDo 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…
DetailsI 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…
DetailsHappy 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…
DetailsYesterday, 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…
DetailsA few years ago I was sitting on a plane bound for Chicago when I found myself in conversation with my seatmate. He was the CEO of a midsize company, so of course our conversation turned to business. He asked me why I was headed to Chicago and I explained I was off to give…
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