Some research suggests the need to create 12 positive experiences in order to negate the effects of one bad experience. 12-1 odds are a mighty hill to climb. Unreturned voice mails contribute to making that hill. Are you sure you want to let vo...

Flexibility. Creativity. Willingness. Finding solutions that solve unique issues. Going the extra mile. Never saying never. Do these descriptions sound like your company? If not, imagine what kind of repeat and referral business you could attra...

Mirrors fill a board room during an inter-company meeting. Edicts are laid down, and attendees are told to reflect what the C-level demands. Imagine what would happen if companies abandon that reflective mindset, and exchanged it with an outwar...

To some companies, servicing really kicks into high gear after the sale. Why then? Because those companies realize that the repeat and referral pot of gold awaits them, when their paying customers feel they are being cared for after the sale. W...

We have all witnessed companies that aren’t flexible. They defend their legacy procedures as a badge of honor, and claim they have been doing business the same way for decades. For some companies that is their hallmark. For others, it is going ...

Imagine if you and your team went hunting for ways to become more streamlined with customers? After all, time is the currency of the experience economy, and saving customer time converts to money saved. Have fun on your hunts! Be bright. Be bri...

Does your management style look like this: “Your hired. Come in tomorrow at 4:00, and you can start waiting on those tables of hungry people.” Why do so many brands manage this way? Are you sure these employees know the mission, and all the mec...

Is failure always traceable to employee ineptitude or carelessness? Or, is failure the result of risk takers who stick their neck out to try something new? No company gets better unless they fail first. How will your corporate culture process f...

Review. Sort. Pile. Then, when you have time, manage the task later. Or, imagine managing each task as you encounter it? Imagine how much time you would save by steam lining task management?

This sounds like a funny question! However, the reality is sad. So many companies don’t train their associates to be greeting initiators. When we bypass the chance to greet first, we are often starting the transactional experience as thought th...

Our surroundings are filled with observations and conversations that can reveal potential improvements for our businesses. All we have to do is look, listen, and think! Are you in? If not, you are possibly missing some cool, easy, and impactful...

One. Just one. Today. There is low-hanging improvement opportunity fruit all around us. We invite you to grab a pen, paper, find a quiet space, and we are confident you can find an easy, customer-pleasing improvement in 30 minutes of thought. O...

Like it or not, consumers are gauging the purchasing process through the lens of experience. Every word, motion, action, or inaction, seems to be subject to an experience scorecard. If your company is not buying into this, you are most likely l...

Be the customer from time-to-time. Thank about how your products, and services affect the buyer. As you peer through the user lens, ask yourself what you would want to know. This periodic exercise can be fun, and beneficial to your bottom line!...

Do you give customers detailed information? How often? Is it vital information? Are you bypassing the release of pertinent information the customer is wanting to receive? What formats do you use to communicate information. Is this information w...

Solving customer problems requires a rolling up of the sleeves, managing the details, and finding a workable solution. This can be hard work requiring patience, diligence, and research. Is this your company? If not, should it be?

CIT units are a valuable corporate component that can offer insight to necessary changes. As many athletic coaches have said, “if we are not striving to always get better, we are getting worse.” Why? Because competitors who use CIT units will s...

Most customers like it when vendors display good listening skills. Vendors have heard plenty of customer feedback, and many times the feedback is very similar. As a result, the vendors start to finish the customer sentences in hopes of speeding...

Very few customers admire vendors that talk over them. Humans have two ears to listen, and only one mouth to speak. If over-talking is overtaking your customer interactions, then maybe it’s time to let listening overtake talking?

Business writing skills are deteriorating quickly. As we drag societal norms into business, our letters and emails are filled with cryptic acronyms, incomplete sentences, and confusing messages. Where are you in this mix? Where is your team in ...

Customers rely on vendor product knowledge like a car driver depends on headlights in the dark. As vendors, we are called on to share our knowledge in a professional manner. Are you being professional, or is the art of condescending auto-correc...

The true cost of creating unhappy customers is crippling. Let the next 60 seconds tickle your ears, and improve the ways you are servicing customers.

Scripted, and teleprompter utterances are overwhelmingly rejected by the most recent generations of buyers. Authenticity is the desirability of modern consumers. So, what are you doing to answer the call?

Often times, customers are much smarter than we give them credit for. In fact, customers usually know when we are shoveling them word-dung. What if you started telling customers what they deserve to hear?

Making outlandish claims is a huge shortfall in the business world. What if you could use seven, simple tools to covert your statements into provable claims. Tune in for 60 seconds and we will share the Magnificent Seven!