Blog
Leader, Full of Grace
Leaders with grace lead with deep confidence. The leader with grace can release the finest from employees ensuring the perseverance of their brand.
How to Make Customers the Bull’s Eye of Your Target
Delivering a great customer experience is not complicated; it just needs to matter enough to make the customer the bull’s eye of your target and then execute!
The Season of Customer Imagination
Trust is like a leaf’s chemical message to a customer’s imagination. It changes their resistance to hold onto the cocoon of safety and willingly release it to fall onto the playground of innovation.
Happy Veterans (and Private E-Nothings) Day
Customer service has its veterans, those highly experienced service pros who know the tricks of the trade and have seen it all. But there are also newbies who are prone to take personally the tirade of an unhappy customer.
The Power of a Naked Leader
I recently did a Zoom interview with the CEO of a high-tech company who directly or indirectly reminded me several times during our thirty-minute interview that he was the CEO. It reminded me of a doctor whom you have never met coming into your hospital room...
Voting Fuels Freedom
Voting is the mechanism that fuels our freedom. Regardless of your party affiliation, don’t sacrifice your freedom by failing vote.
Is Your Customer Experience Beautiful?
Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing of beauty is a joy forever.” I have a friend who grew up in the U.K. His two favorite superlatives are “beautiful” and “brilliant.” And, his labels have little to do...
Are Your Promises to Customers Sacred?
Keeping your promise to your customers ensures customer loyalty.
Do You Have Command Presence?
Leadership is the act of influencing another to achieve important goals. It is not about rank or authority. Great leaders enjoy the mail room air better than the atmosphere on mahogany row.
Now, You Can Have Your All
Freedom is being able to trade in who you are for who you can become. But it takes more than courage.
What If Your Customers Ran Your Business?
Great customer service hinges on the story your business is creating. What story are you telling?
The Gift of Writing Inside Your Customer’s Imagination
“Electricity” is a captivating song in the acclaimed Broadway hit (and movie) Billy Elliott. The song is actually the answer to a question the evaluator asked 11-year-old Billy after he had auditioned for a slot at the Royal Ballet School in London; “What does...
By the Customer: The Power of Customer-Created Offerings
Customers as co-creation partners are able to bring their ingenuity, unique perspective, and aspirations to ensure the outcome is precisely what they want.
Innovating with Crazy Customers
Inviting customers to co-create a new product or service with you takes nurturing a partnership that recognizes the path to innovation involves its share of blind alleys and false starts. It is fostering a relationship with freedom and experimentation.
The Hidden Treasure of Absolute Focus
Focus is the customer service feature your customers crave. Are you giving your customers focus-driven service?