I just got back from a lovely night on the beach with my friend Susan Schluz. We picked up some salads and headed to then beach for a late summer evening of catching up on personal and professional successes and foibles. I haven’t seen her since July, so it was a good time to catch…
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…
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…
See what happens when you mess with your customers – and they happen to be musically inclined.
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…
I was schlepping myself and my luggage through the airport this week feeling tired and old when I heard my friend and teacher Scotty’s voice in my head. “Walk like a dancer JoAnna, walk like a dancer.”
I have to tell you that at that very moment I felt myself grow taller, I felt my gaze rise from the moving sidewalk to what passes for a horizon in an airport, I took a deeper breath, I lifted my head and heart and then exhaled. I thought of how a dancer might move her body through an airport pulling luggage. I figured it had to be different than the way I’d been doing it. So I made up, in my mind, a vision of how I thought a trained and graceful dancer would be moving herself through the tunnel between terminals A and B – a mighty distance.
Monday morning, like many mornings, I woke up in a hotel. A brand spanking new Comfort Inn Suites in Tampa , Florida. Like many mornings the phone rang at 6:30 and stirred me out of a deep sleep. “Beeep -beeep – beeep -beeep,” was the first sound I heard. Dumb-dumb-dumb. Here was the hotel’s…
(561) 279-0027
