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.
How many times have you been a customer of your business? That might sound weird but so many business leaders and their employees have never actually been customers of their own company. Why do I ask? Well, if you never do it yourself, how will you ever know what your customers must live with? And … Continue reading How many times have you been your own customer?
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
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.
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
“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.
Mark Miller, bestselling author of Win the Heart, Chess Not Checkers, Leaders Made Here, Talent Magnet, Win Every Day and at least a half dozen other titles has given us a new one called Smart Leadership: Four Simple Choices to Scale Your Impact. Unlike many of his books, this one does not use a fable … Continue reading Book Review: Smart Leadership by Mark Miller
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?
A lot of people have trouble with the idea of service. They can only think of being in someone’s control and being a second-class citizen who must kowtow to every unreasonable whim of some overlord. This is, of course, a very narrow view that misses the essential need for serving others not to mention the … Continue reading How to be a service superhero.
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.