Today I had the pleasure of interviewing Annette Franz. Annette is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Annette’s passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and […]
Leadership Series: Annette Franz Read More »
Today’s guest post is from Alyson Sia. She discusses the 3 best ways a business can discuss issues with their employees, and customers too.[/guestpost] It’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and
The 3 Best Ways to Deliver the Truth Read More »
Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share? Derek Sivers, who founded CD
Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation” Read More »
What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business –
What’s Your Idea of Perfect Service? Read More »
It was the attitude I disliked the most. Why do they feel this way? Where did they get their lack of thoughtfulness? Why don’t they care about the customer? These kids have no work ethic anymore, I just don’t understand… Those in a position to hire face it every day. Potential employees who in years
Your Customers Don’t Deserve To Be Treated This Way Read More »
As a follow-up to my previous post “11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc. Magazine and is
Here’s My YouTube Hangout with Evan Carmichael Read More »
The moment I entered the door he looked at me and smiled. “Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes please”, I answered. No wonder why the competition wants to steal him! This is not a promotion for Duncan Donuts. It’s
He’s So Darn Good The Competition Wants to Steal Him Read More »
You think you’re a good leader. You have the position, the title, and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back, and morale is poor. You don’t understand why. Here Are Some Reasons Why You’re Not a Good Leader You… 1. Manage from your office
35 Reasons Why You’re Not a Good Leader – Part 1 Read More »
Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick? Is it the plants that are picked or the mulch color that
The Secret Customer Service Trick One Landscaper Used To Get My Business Read More »
You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. They do more than just complain, they make a scene in front of other customers or yell
How to Take Control of Your Blood Sucking Customers Read More »
