The new year is traditionally the time to re-focus and get serious about goals. For customer loyalty, your customer experience better be at the top of your goal list. Over the last few years, customers have made it clear they…
Being the kind of person that is forced to think big thoughts for a living, I am always on the hunt for new things to learn. It is a knowledge economy after all so the smart people win and…
Many times I have doubted myself when things are not going well and wondered why anyone would want to put their "bets" on me. I would guess it has happened to all of us including Bill Gates and Warren Buffett…
Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage.None of that is big news.I am a member of plenty of these programs. And…
Leaders, by the definition of the word, should be out in front of their charges guiding them as to the next move to make, or the next place to go. But what happens when leaders fail to lead? What happens…
Many months ago in my weekly email series I wrote one entitled: "Only One White Shirt." It was the story of Bonnie Whitten, who was my training instructor on the ticket counter, many years ago at Midway Airport in Chicago for…
It is a shame that New York City regulators have been forced to get involved in the repair business of cable companies. The city has drafted a contract with the cable TV providers that states: “If the technician fails to…
It takes a creative mind to exercise leadership in the 21st century. In fact, it's not enough for the leader to be creative. The people who are led must also be taught to be creative. If change is the norm for…
OK, I am only going to write about this one time, and then I am going to let it go. I start every presentation I give on social technologies with the same slide, and each time I review it, the…
It doesn’t get any better than when a colleague sends me her recent customer experience. It is best if I let you hear it from her – “I made an appointment to get my hair cut a week ago because…
In the days when I was CEO at Southwest Airlines, just after airline deregulation, we prided ourselves in having frequent, convenient and low priced service between Dallas Love Field and: Houston Hobby, San Antonio, Austin Oklahoma City, Tulsa, New Orleans,…
Recent research from the Strativity Group, (August 2009), gives us insight into what seems to be a tough to answer question. What do customers want from their buying experience? Their research found – 1. Quick and Effective Issue Resolution. This…
One of the questions I hear most often from executives is "How do I motivate my employees to do the things I want them to do?" The answer is: You don't! We can't motivate people. They are already motivated. But…
In this marketplace, you can not afford to have a poor attitude showing to your customers. What are your employees saying when you are not listening? I have to admit my jaw dropped when I heard this on a recent…
The British knighted Sir Edmund Hillary for going where no one had gone before. Hillary was the New Zealand mountain climber who, along with Tenzing Norgay of Nepal, became the first to climb the highest mountain on earth, Mount Everest,…
Do you have satisfied customers or a loyal customers? Jeffrey Gitomer in Charlotte, whose expertise is in successful selling techniques, says he will take a loyal customer over a satisfied customer, anytime. A satisfied one may move on to a competitor,…
Powerful, passionate and creative, Scott Klososky is one of the first successful Internet entrepreneurs and is a highly sought-after speaker. He shares stories from his experience of building successful dot.com companies in good and hard times and shares personal stories…
The most frequent question I get from clients is how do we get our people to do something differently tomorrow. They are asking about execution from their top leaders, managers and front line teams. The executives have spoken of service…
Do you want to boost your selling power? Then, add power to your persuasion. But how can you add power to our persuasion? How can you become more effective at persuading your customers to buy? Let's look at the way…
As Valentine's Day approaches, it is a great time to ask if your customers are "feeling the love?" Most of the same principles that make for a healthy personal relationship apply to your customer relationships. Here are some thoughts to…
