So many businesses have jumped on the bandwagon to improve their customers’ experience. While I applaud it and truly believe that it’s about time, there is one concerning question, are they doing it to truly serve customers or in hopes of potential gain? What I mean is are these companies only using what I call … Continue reading Are you upping your customer experience game for you or for customers? The difference matters.

I saw this quote in a post on Adrian Swinscoe’s website, “Try not to fall into the trap of the shiny and pretty and make sure you get the basics right.” I couldn’t agree more. So many customer experience professionals are out there on a trek to find the holy grail of CX and it … Continue reading Don’t fall for shiny and new, get the basics right. Here’s where to start.

Have you ever had times when you went into a store to return something and the clerk helping you made it difficult? I’ve often wondered why something so simple could be made so problematic. I often think that one major possibility is that the process the clerk has to go through is so challenging that … Continue reading Ten Questions for Removing Complexity at Work

As a leader, in each and every interaction with our team members, we all have opportunities to see them in one of two ways,  as people who have value or as things to try and control or dismiss. This distinction and the choice you make in how to see them has immense implications for the … Continue reading Three ways to see people differently and be a better leader.

I just read Alex Vorobieff’s new book, Transform Your Company, and it was definitely time well spent. I think every business leader would agree that if you want your business to succeed, everyone in it needs to be rowing together on the same mission, and until that happens, frustration will be an ever-present partner. In … Continue reading Book Review: Transform Your Company by Alex Vorobieff

In a recent conversation, I was asked for something that anyone can do to improve their customer service. I think I was being challenged to come up with a magic bullet. Well, this isn’t a magic bullet to solve all customer service problems, but it is simple and can improve things immensely. This simple action … Continue reading One thing every service provider should do to improve their customer service.

Recently, I was approached by an acquaintance who is a manager in his workplace. He was having problems with his team members and their lack of engagement and enthusiasm. Although it wasn’t planned, the conversation turned into a leadership lesson. It went something like this. MANAGER: I am so frustrated. I just heard one of … Continue reading An Impromptu Leadership Lesson

Service requires generosity, or at least it comes from that spirit. But being generous isn’t such a natural thing. It’s a choice, and it’s a choice that has some risk involved. I mean, you are giving away something of value even if it’s only some of your time. Maybe it will all be for naught … Continue reading How generosity makes us better at work, home, and life.

I just read a story about a consultant who was presenting a workshop to help teachers who work with behaviorally challenged kids. During the workshop, the teachers talked about one particular child who was very disruptive. They described one incident where, after becoming increasingly unmanageable, the child ran out of the classroom and out into … Continue reading Changing the World with a Thought.