Like many of the attendees at the NACCM Customers First conference I was excited to see Michael Tchong (www.ubercool.com) as one of our closing keynotes. Michael (besides being ubercool is uber informative and engaging in his presentations. He playfully engaged the audience and kept us involved in his thoroughly well done peek at the future…
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…
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…
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…
As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive customer,” a consumer that has less cash, more information and less tolerance for poor customer service than ever before. The study, conducted by UK accounting and business consulting firm BDO Stoy Hayward, found…
When 15 year old Austin decided he wanted to hook a TV monitor up to his Mac, he wanted to do it right. So he researched how to do it on the web. He knew just what connections had to be made and just the cables needed to do it right. Then he asked his…
As promised in this week’s Customer Care Tip I’ll be sharing some of my learnings from last week IPPA conference on Positive Psychology (P2). If you are wondering what the link is between P2 and customer care and loyalty – it’s this: “Positive Psychology is the scientific study of what enables individuals and communities to thrive.” That’s…
People keep asking me why I’m so darn happy. After all, they say, things are pretty bad out there. All the more reason to stay centered and happy I say. In fact, I’ve never felt stronger, smarter or more confident than I do now. Years ago when I got trained as a happiness coach…
What a time of confusion it is. Most people are dazed, confused, fearful and stressed. We don’t know what’s going on out there so I figure it’s a good time to explore what’s going on in HERE, inside. Yep, inside of ourselves. It’s a time of opportunity. Contrary to popular belief, confusion is actually…
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…
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