When it comes to creating a service culture the goal is to provide a flawless experience that keeps your customers happy and has them raving to their friends about how amazing you are! Yet, sometimes we run across a customer who is raving mad! Even those people and organizations committed to customer service excellence, can
I grew up as a young girl in the town of Westport, Massachusetts. Most of my family still lives in the surrounding areas of Fall River, MA and a few in Rhode Island. When I say most of the family, I mean LOTS of people. I mean, LOTS of them. My french grandmother, who I
Honored to have a guest post on the A Place For Mom Blog that details some of the techniques we teach our senior living clients about personalizing tours for prospective residents. Personalization is a simple step that helps you create customer delight and show off your service culture. Here’s the article: Personalization: The Key to
Recently, I was speaking in Boston and took a little drive down to my childhood home, Westport, MA. Couldn’t stay long to visit with the many family members who still live in the area, but I did get to sneak in a visit with my beautiful Aunt Germaine. She’s always been incredible special to me
Recently I had the pleasure of speaking for Mather LifeWays Splendido – a Retirement Community in Tucson, Arizona. The leaders of Mather LifeWays (which also has locations in the Chicago area) read my book The Celebrity Experience when it first came out in 2008. January of 2013 was the first time I spoke for their
Recently I’ve had some amazing experiences with clients who have gone above & beyond to prepare for training programs I was delivering for their team. One such client was The Remington Club in San Diego, California. When employees arrived at the training room, they were greeted by the applause of managers as they walked the
The National Speakers Association is the premiere organizations for experts who speak professionally. You can’t get a better education on the business of being an expert who speaks than you can at NSA! Here you will expand your network with connections with leaders and mentors in the global speaking community to help you grow your
In this article for Successful Promotions Magazine Donna Cutting, the author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service talks about the Power of Personalization. Click here to view Star Power: Successful Promotions article.
A few months ago I had the good fortune to be in the bleacher seats for the red-carpet at the 84th Annual Academy Awards. What a fun experience! For a movie lover, like me, a dream come true. It was also a lesson in Red-Carpet Customer Service. The celebrities were all very charming and friendly
Donna was the most interactive speaker we have had, she kept the audiences attention and got the points across like no other.