You can change the world and it begins with ABC.

Empathy is officially defined as the ability to recognize, understand, and share the thoughts and feelings of others. However, the best definition I have ever heard comes from Gwen Yi Wong at Tribeless.com who says, “Empathy is the capacity to see parts of yourself in others.” We all use and experience empathy in different measures. … Continue reading You can change the world and it begins with ABC.

Book Review: Compassionomics by Stephen Trzeciak and Anthony Mazzarelli

In Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, two doctors, Stephen Trzeciak and Anthony Mazzarelli, set out to prove that compassion is critical to healing. Seems like common sense. Of course compassion matters, but does it really? Is there measurable evidence to prove it? This is what the authors wanted to clarify. … Continue reading Book Review: Compassionomics by Stephen Trzeciak and Anthony Mazzarelli

How to make wowing customers part of the DNA of your organization.

WOW! We here so much talk about wowing customers and how that is critical to creating great experiences. But what does it mean and how do we do it? Wowing, as far as most of us have understood it, is creating those breathtaking moments where a customer is knocked off their feet by some noteworthy … Continue reading How to make wowing customers part of the DNA of your organization.

Book Review: Simple Truths of Leadership by Ken Blanchard and Randy Conley

I just had the pleasure of reading Simple Truths of Leadership: 53 Ways to Be a Servant Leaders and Build Trust. It is the latest work of Ken Blanchard in collaboration with Randy Conley. I have often wondered why Blanchard always—at least as far as I know—writes in tandem with one or more other authors. … Continue reading Book Review: Simple Truths of Leadership by Ken Blanchard and Randy Conley

Every business is a service business. Change your thinking to that to make a difference.

“Customers do not buy goods or services. They buy offerings which render services, which create value...activities render services, things render services.” - Evert Gummesson 1995 What is it that customers actually buy? Is it a “thing” or a “thing you do” for them? Or is it what that “thing” or “thing you do” does to … Continue reading Every business is a service business. Change your thinking to that to make a difference.

Do you have a game plan for customer experience or are you just reacting and hoping for the best?

What is the focus of most of your customer service training? If it is like so much of what is out there, there is a big emphasis on managing angry customers. If that is true for you, why is it this way? If your big worries are angry customers, would it not be wise to … Continue reading Do you have a game plan for customer experience or are you just reacting and hoping for the best?

The case for the human touch …or… the lessons of the elevator operator.

Hutzler's, Hochschild Kohn, and Hecht's. The names of small football clubs in Germany? No, these were the iconic department stores in my hometown of Baltimore. And if you stepped on an elevator in any one of these stores back in the 40s, on board would be a finely uniformed employee in charge of operating the … Continue reading The case for the human touch …or… the lessons of the elevator operator.