Think about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you? But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…
It’s hot out there. Of course it is. It’s summer. In Florida. I just got in from a hot fast walk. I don’t usually walk that fast unless I’m trying to outrun a feeling I don’t know how to deal with, or need to shake an answer out of myself. This time it…
I know you have heard me say that before. Just in case you forgot, I thought I would remind you. If you’ve ever wished you (or your business) could be happier it’s an important thing to remember. What does it mean? It means you can train your brain to be happier. The more you…
Years ago my former boss told me that the easiest way to break the ice at networking meetings and cocktail parties was to have a question to ask. Sounded like a good idea, since I found myself shy in those situations. For years, “What makes your customers happy?” was the question I asked. I heard…
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…
Customer Happiness doesn’t just happen. In my experience the companies that are getting consistent praise and consistent business from their customers are getting it because the Positive Leaders running those organizations put their focus – and so the focus of those who work with them – on creating value. The leaders I know and…
“Good Morning, how may I enrich your life?” That’s the first thing I heard after being connected to a rep at Gano Excel where I buy the stuff I drink instead of coffee. It took me back and made me smile at the same time. He was pleasant, I made my purchase, but his…
Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company?” For almost all of our clients the…
While out to dinner with a friend last week, he carefully and specifically ordered his drink, a bloody Mary. “I’d like it made with plain tomato juice, vodka, and a lime, I don’t want any spices at all, please.” The server took the order and shortly returned with a drink that included the spices. After tasting…
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