Blog
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?
Getting Your Customers and Employees to Whistle in the Dark
We all admire people whose influence lies in their ability to effectively speak up and influence without starting a war or engaging in a career-limiting incident. It is a capacity important to the success of any organization. Without employee candor, leaders can make dreadful mistakes. Without honest customer feedback, organizations also make errors that adversely impact their reputation and bottom line.
Customer Service: A Path to Burnout or Breakthrough – Guest Post by Eileen McDargh
All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019,...
How to Get Really Great Customer Service
Really great customer service is not only the job of the service provider, but the customer too. Don’t wait for great service to come to you. Take charge of the encounter!
Is Your Customer’s Experience Fresh?
Your customers want a fresh customer experience. You can deliver fresh customer service by showing up and being emotionally present for your customers.
Nurturing Perennial Customers
Give your customer a great customer experience and not only will they return time and again, they will tell stories of your amazing customer service and attract more customers.
Are You a Protestor or a Champion?
Championing the customer means making decisions through the customers’ eyes. It requires hearing their issues and concerns and then acting in a manner that reflects them. It is not an occasional loud speech that alter attitudes, it is the perpetual quiet actions that chip away at self-centered viewpoints and greedy orientations. Are you a protestor or a champion?
George Floyd is Our Neighbor
It starts with seeing all fellow human beings as your neighbor and then doing precisely what caring, good neighbors do. The next time you see your version of “a certain man,” take guidance from the exhausted Samaritan. Be a caring, good neighbor.
Today’s Customers Want a Barefooted Cowboy
Customers need bravery, even heroism. They want service providers who execute ways to protect them. They want imaginative approaches to safely deliver service in the middle of a pandemic.