The week before last I had the opportunity to attend and speak at the Total Customer Experience Summit in Boston. Once again it was an honor to be part of the faculty for IIRUSA. I cleared my schedule so I could spend three days learning as well as be there to teach. Before I share…
Want to Flourish and Thrive in Tough Times? While it may still be challenging to seek significant increases in financial capital, it’s a great time to build up your psychological capital. The field of Positive Psychology, which explores how individuals can flourish and organizations thrive, is contributing more and more data to the case for…
Whether you are in sales, service, leadership or all three, your ability to communicate is key to your success. One of my clients, a company already getting stellar results with their client relationships, wants to take those a notch higher and deepen their relationships even more. If they can do that, and increase their contract…
My last tip Feeling A Little Stressed Lately? really struck a chord. So many people wrote in to tell me it came at just the right time. It was a great affirmation for me that it always pays to tap into and follow my intuition. That tip focused on what to do in the moment…
I’m just putting my finishing touches on a full day Customer Loyalty workshop for a client, and as I interviewed people in customer-facing positions to uncover the obstacles preventing them from taking “Exquisite” care of their customers, stress was way up there on the list. I don’t know about you, but I’m feeling a little…
My plane was hours late. I arrived at the hotel tired and cranky. A major head cold (and possibly fever) was brewing and worst of all I hadn’t eaten any dinner, and was hungry. As I approached the hotel coffee shop I saw a woman at the cash register. She was counting money. …
We all know what we have to do to create the positive customer experiences and long-term loyalty our organizations depend on, right? We’ve been to the trainings, read the books, attended the staff meetings, and have a pretty good idea of the changes we need to make for better performance. But do we DO…
I had fun speaking in Las Vegas on “21 Ways to Keep ‘Em Happy, Keep ‘Em Loyal and Keep ‘Em Coming Back”. It’s one of my favorite talks. It’s fast, it’s funny, it’s chock full of great ideas and there is literally something for everyone, even in a large group. Even more fun were…
Do you know the magic question ? My local Publix market is very customer friendly. They actively encourage their customers to take advantage of their “carry out” service and have their bags taken right out to their cars. It’s all part of the ‘Publix – Where Shopping is a Pleasure’ experience. The service is…
I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…
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