Do you want more engaged employees and customers who return again and again, with friends? Customer Service from the heart is what it’s all about. A while back, I had just finished a keynote presentation on building a customer service culture. As often happens, people came up to me after the speech to share their
Word-of-Mouth Marketing: What’s the Story of Your Business?
When it comes to word-of-mouth marketing, it’s imperative that you pay attention to the stories being told about your business. Last week I attended a storytelling camp run by Speaker, Storyteller and television personality Kelly Swanson.* My purpose for attending was to hone my skills and master the craft of professionally speaking. However, Kelly also got
Organizational Change: Is it time for a Customer Service Reset?
When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
Culture, Change and the Age of the Customer – C-Suite Conversations
Culture, Change and the age of the Customer! While the theme was leadership, those 3 topics made up most of the conversation at the C-Suite Conference in Boston!! As a passionate champion of creating engaged employees and happy customers, it was heartening to hear the C-Level leaders of companies such as Sales Force, Dale Carnegie
3 Red Carpet Customer Service Resolutions for the New Year
Let’s talk about red carpet customer service. One of my personal goals (and my team‘s goal) in 2016 is to change the conversation about customer service. If what you talk about and think about “grows” (and I believe it does), then why do we keep talking about how bad it is? A few weeks ago,
Your Service Culture: Leadership Lessons from HEW
I’m on a new journey. A few weeks ago I joined a gym called Hard Exercise Works. It’s a cross-fit workout, and I love it! Which is shocking, because I am not an athlete, never have been, never thought I would be. Yet, I find myself climbing out of bed at 5am every morning (when
