Five Practices That Will Make Customers’ Lives Easier and Their Experiences Better

If you are a person in a front-line, customer-facing role like maybe a customer support rep, food server, host, valet, bartender, etc., the importance of being able to do your job well is not lost on you. Moreover, you also know how important it is to behave well by being nice and easy to work … Continue reading Five Practices That Will Make Customers’ Lives Easier and Their Experiences Better

Got integrity? It’s a good question for the healthcare industry and for your business.

A large part of the American healthcare industry has an integrity problem. Okay, don’t choke on your coffee. What integrity problem? Well, while I respect and am often inspired by the frontline professionals committed to taking care of sick and injured people, the industry is largely controlled and managed by huge, faceless—and many times heartless—insurance … Continue reading Got integrity? It’s a good question for the healthcare industry and for your business.

Why “Are you ‘doing’ experience?” is the dumbest question ever.

WARNING: Rant alert. Sometimes you just have to let it out. “When did you start doing customer experience?” One of the dumbest questions ever. This is like asking, “so, when did you start breathing?” Dumb, right? But what’s the connection? From the minute you start a business, you are “doing” customer experience. In fact, you … Continue reading Why “Are you ‘doing’ experience?” is the dumbest question ever.

Fun. Why work should have more and how you can do it?

Fun at work is necessary if you want to increase employee happiness. But why? Why should you want people to have fun? It’s business and business is about results and getting jobs done. Well, you can get jobs done and see results while having fun …and… having fun has some major benefits. Happy people tend … Continue reading Fun. Why work should have more and how you can do it?

A letter to Business from Customers. What’s your intent?

Dear Business, What is your intent? What is it you really want to accomplish? So many of you say you want to serve customers. You say you provide the best service or exceed expectations. But there’s a problem. The talk is big, but the walk is small. Stephen Covey said, “We judge ourselves by our … Continue reading A letter to Business from Customers. What’s your intent?

Forget “winning” the business war, just get to work on getting better.

I heard this the other day: “Business is war!” Why? Why do some people think of it as war? Is it a preoccupation with competition? What exactly is there to be won? How do you measure the winner? Is it when your company is the last one standing? Is it when you make one more … Continue reading Forget “winning” the business war, just get to work on getting better.