Are You Leaving Money on the Table?

    Happiness is serious business.  Studies by Gallup tell us that US companies lose $600 billion worth of productivity ever year due to employee disengagement. And, I’d venture to say employee unhappiness. While engagement and happiness are two different things, one of the paths to happiness is engagement. Engaged employees are more likely to…

Positive Practices

Twenty One Years, Twenty One Insights

Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…

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…

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…

Cupped Hands

Off to a Great Start Today

Seven years ago the NACCM Chairperson was Kathleen Peterson, the Chief Vision Officer of Powerhouse Consulting and this year we were once again graced by her presence, her humor and her keen insight on the current business environment. She congratulated the audience, companies that understand the customer experience as a differentiator, for having negotiated the…

Happy People

Direct from Customers First Conference

Hello from beautiful sunny Phoenix where I am attending the NACCM Customers First conference. Last year I had the pleasure of being the conference chair, this year I am thrilled to see colleague Kathleen Peterson kick off the main part of the conference today. Kathleen was our first chairperson oh so many years ago when…

Core Strength

Core Strength

Happy New Year!   Today’s my first day back to exercising and blogging in a few weeks. A nasty cold, some minor surgery, and the holidays out of state visiting family has kept me away from both.   It feels good to back.   This morning at my “Extreme Stretch” class my brain kicked into…

Employee Retention Tactics

Doing More With Less

I’m an “expert” columnist for Customer Advantage Newsletter and ever few weeks or months they send me questions which I answer. I almost always forget to publish those Q & A’s and so today with my new eyes on potential blog posts I answered one of their questions and then before filing it away said…