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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 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 …
Winning with Employees
Last week we discussed Direction and Appreciation – two of the four things that our employees want from us. Things that fuel productivity, employee retention and overall positive workplaces. …
Workplace Tips
I love stories and parables. I find that they are the best way for expressing ideas and concepts in a meaningful and memorable way. This is the reason I …
Workplace Tips
There’s been a lot of discussion over the last few years about how to create more positive workplaces and increase employee engagement. It’s no wonder. Countless studies show a …
Winning with Customers
“You’re just too big a girl for that dress. Everything you’ve got is going to be hanging out — and not in the right places. It’s not going to …
Winning with Customers
Have you ever had someone tell you that “I was on hold for five minutes,” when you know it was only two? Have you ever told someone that something …
