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…

Creating Happiness, Culture, Employee retention, Empowerment, Happiness, Happiness at work, Positive Attitude, Tips

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Karma Footprint

Journalist, Emily Yellin, author of “Your Call is (not that) Important to Us” in 2009  traveled all over the world to talk to people in call centers and their customers told wonderful stories of companies that are finally paying attention to the details of business that matter to customers. From recording an initial greeting for a…

Creating Customer Happiness, Customer Experience, Customer focus, Customer Loyalty, Customer Retention, Customer Service, Empowerment, Leadership

Before I write anything these days (with the exception of a rant when I get poor service, which is driven purely by emotion at the time) I check in with what you want to learn from me about caring for customers, leading a high performance team and creating more happiness for yourself and others.

Are You Dealing Positively with Conflict?

One recurring theme is dealing positively with conflict. I thought I’d tackle that topic today since I was recently challenged myself to do just that.   Here are 12 ways to deal more skillfully and positively with conflict.   Adopt a Win/Win intention. We live in a competitive culture. We want to “win,” but in the competitive…

Blogs, Conflict, Creating Customer Happiness, Creating Happiness, Customer Experience, customer satisfaction, Employee retention, Empowerment, Happiness at work, Tips

Labor of Love

A Labor of Love

We’ve been celebrating Labor Day for over a 100 years. The idea of celebrating a “workingman’s holiday” spread with the growth of labor unions.  It’s celebrated in the US, Canada, Australia, New Zealand, Jamaica, Trinidad, Tobago, the Philippines  and maybe even a few other places. There are still a few speeches and parades that commemorate…

Attitude, Creating Customer Happiness, Empowerment, Happiness at work, Positive Practices, Positive Thinking

Are you telling healthy stories or horror stories? Are repeating and reinforcing the good in your day, or the bad? Is your story of disempowerment, sadness, failure, rejection, poverty, victimization, pain or lack?

What’s Your Story?

I had a great time on Saturday. Three girlfriends and I did our second one day workshop together here in South Florida entitled “A Woman’s Path to Happiness: Tools 4 Empowered Living”.  Other women go shopping, we pool our talents and teach. www.tools4empoweredliving.com   My topic is Happiness Practices; at each workshop I look at another element of what it…

Empowerment, Happiness, Happiness at work, Positive Language, Positive Practices, Positive Thinking

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

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