Authentic Happiness Coaching

In the Name of Loyalty

Oh brother. Now I’ve heard everything. Someone please tell me how cutting thousands of jobs at Sam’s Clubs is going to increase customer loyalty?   http://www.examiner.com/x-35524-Boston-Populist-Examiner~y2010m1d30-Walmart-to-cut-11000-Sams-Club   Looks like a cost cutting effort to me. If someone can shed some light on this please do. Are the employees of the sub-contractor be any more likely…

Creating Customer Happiness, Customer focus, Customer Loyalty

Watch YOUR language. Your body hears everything you say.

Your Body Hears Everything You Say

  Today I wrote to someone I haven’t heard back from in a long time. I was frightened by his response to my request for just a nod (a return email, 5 minutes on the phone…).   “I’m slammed” he said. “Picked up some new responsibilities that are just killing me.”   Ouch. That frightened me.…

Authentic Experience, Creating Customer Happiness, Empowerment, Happiness, Leadership, Personal, Positive Language, Positive Practices, Positive Thinking

Customer Relationship Management

Now THAT’s Engagement

What’s better than a mission? A cause!   Employees at Providence St. Vincent Medical Center decided to raise awareness for Breast Cancer by donning pink gloves and doing a dance.  They had a ton of fun doing it (that’s obvious) and it brought the whole organization together in a whole new way. Over 200 people…

Authentic Experience, Creating Customer Happiness, Creativity, Empowerment, Happiness at work, Innovation, Positive Workplace, Positivity

Customer Happiness

It’s All About Heart

Starting next week, for 5 weeks, 20 world-renowned thought leaders are sharing their insights and wisdom on how to live better, experience more joy, have more fun and create prosperity even in tough times. We’ll be talking about business and we’ll be talking about life.   This online event is called the Heart Based Service…

Creating Customer Happiness, Culture, Customer focus, Customer Loyalty, Empowerment, Happiness, Happiness at work, Leadership, Personal, Positive Practices, Positive Psychology, Positive Workplace, Positivity

So the afternoon at the NACCM Conference – after a lovely lunch in the sunny courtyard – was spent in the Uber Loyalists track talking about my favorite topic – creating the emotional attachment we call loyalty. Marti Beller of the Affinion Group shared her experience on Customer engagement and its many benefits. She confessed to being a passionate Mac enthusiast and talked about Apple’s ability to create a kind of loyalty most of us can only aspire to. She shared a statistic about banks that says that only 35% of consumers feel engaged with their banks – 56% could be swayed and 9% just downright dislike them. Glad to see there is so much room for improvement. Marti also took us beyond the traditional 4 P’s of marketing (remember them? Product, Place, Promotion, and Price?) and added her own take on it.

Watching Your P’s and Q’s

So the afternoon at the NACCM Conference – after a lovely lunch in the sunny courtyard – was spent in the Uber Loyalists track talking about my favorite topic – creating the emotional attachment we call loyalty. Marti Beller of the Affinion Group shared her experience on Customer engagement and its many benefits. She confessed…

Creating Customer Happiness, Culture, Customer Experience, Customer focus, Customer Loyalty, Customer Retention, Customer Service, Employee retention, Empowerment, Leadership