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Winning with Customers
Customer service and the broader world of customer experience continue to be driving factors in organizational success. Companies that excel in these are increasingly dominating in their respective …
Winning with People
Research conducted by the Belding Group identified that there are four key components to that somewhat nebulous personal characteristic we refer to as ‘charisma’. People who were identified as …
Winning with People
Despite what many people believe, influence is not something reserved for those with power, position or money. It is, however, a very important factor in achieving these things – …
Achievement & Success
Have you given any thought as to where you would like to be in your career two years from now? Five years? Ten years? Most people don’t think that …
Achievement & Success
Managing emotions isn’t easy. Effectively dealing with difficult situations in both our personal and personal lives involves learning how to effectively deal with our emotional states. Frustration, anger, insecurity, …
Winning with Customers
The customer calls or returns to your place of business complaining bitterly that the product he (she) purchased or service he contracted for was not at all what he …
Winning with Bosses
“I’m a &*%!$,” I once heard a boss say, “but I’m a &*%!$ who gets things done!” Yikes. Extremely Arrogant bosses are the ones who go way beyond simple overconfidence. …
Workplace Tips
There’s a Better Way… The last 20 years has seen the rise of the metric in customer service. From Mystery Shopping to Customer Satisfaction Scores (CSAT) to Net Promoter …
Uncategorized
A lot has been said over the years about the benefits of positive self-talk. It’s not a new concept, of course. Anyone who ever read the Watty Piper classic, …
Winning with Bosses
Anna, from Manila, Philippines, wrote: “My boss keeps asking me to lie for him. I have to tell people he’s out of the office when he’s in the office. …
Winning with Customers
I tried to contact a company’s customer service department last week, and was reminded why I wrote The Journey to WOW as a parable. Three calls, two AI’s sending …
