Few companies or leaders have or know the “secret sauce” to employee engagement. This is a business disaster. This employee engagement training video will highlight these facts. I [...]
This customer experience training video will share the state of the art in the field. Unfortunately, it is not that good. Companies lose billions of dollars a year because of poor customer [...]
As I conducted a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. I had 45 participants, they were game, so I [...]
Sadly, the great customer experience scam is on. First, nearly everybody says they are in favor of good customer service. It is as desirable as apple pie, family, and free expression, all rolled [...]
Horrible customer service is the norm today. It reigns! Have you experienced any similar scenarios recently like the ones below? I have all within the last month. Can you relate to these? I know [...]
Fatal CX flaws in thinking and strategy foretell the demise of most companies trying to improve their customers’ experience. Their efforts become an epic comedy of errors to the tune of the [...]
In the quest to improve the customer experience and customer loyalty, consider the “cultural habits” of successful service organizations, such as: Disney, Apple, Southwest Airlines, [...]
How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you [...]
Few companies deliver what I call Moments of Magnificence to customers. Fewer people talk about receiving outstanding service. It should not be that way. It does not have to be that way. More [...]
Customer service superstars are rare. Are you listening? The bottom-line to excellent customer service is defined by the quality of the customer engagement. This requires you treat customers [...]
