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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 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 …
Winning with Employees
The essence of leadership is the ability to get things done. The essence of getting things done is the ability to plan. And the better we plan, the easier …
Winning with Customers
We often hear the term "going the extra mile" in reference to memorable customer service experiences. But most of us struggle to define what the extra mile in customer …
Winning with Employees
I have the opportunity to talk with a lot of people in a lot of different industries. Although my primary focus is consulting and training on customer service, customer …
Workplace Tips
We’ve all found ourselves in a bad mental state at some point in our lives. We all know what it’s like to be stressed, depressed and overwhelmed – and …
