The last week of the year is here. I like the last week because it is quieter. The bustle of the holidays is over, schools are out, and business is half asleep.  It’s a good time to get some rest and reflect back on lessons learned and blessings received. It’s a good time to envision … Continue reading The last week

Helpful advice as we move into the cold times… “One kind word can warm three winter months.” -Japanese Proverb Have a merry happy Christmas, Hanukkah, Kwanzaa, Winter Solstice, whatever, just be kind. ==> If you want to know when new posts are published, CLICK HERE to subscribe.

“Courtesies [the showing of politeness in one's attitude and behavior toward others] of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” -Henry Clay Politeness, whether in big or small things, is something we see more of this time of year. It’s not hard. It’s actually pleasurable. … Continue reading ‘Tis the season… to lead.

“When you come to a fork in the road, take it!” -Yogi Berra Choices. We make thousands of them daily. Toast or cereal? Coffee or tea? Red or blue? Walk or ride? Some are mundane while others are life-altering. And regardless of their weight, we are advised to make good ones. But what is a … Continue reading The right choice. Don’t settle for less.

Do you have habits? Of course you do. We all do. Maybe it’s brushing your teeth every morning when you get up and every night before bed. Maybe it’s the route you take to work each day or how you grab a cup of coffee at the same spot before going into your office. Habits … Continue reading BOOK REVIEW: Vital Behavior Blueprint by Julie Smith and Lori Ludwig

So many businesses are stepping up their service now. It’s the holiday season. No matter what holiday you celebrate, there are gifts to buy, and buying at this scale requires more help. So… businesses get focused on being as helpful as possible.  This could mean hiring more part-time help. It could mean making service a … Continue reading Why not step up all year?

Thanksgiving is this week. It’s such a great holiday.  It’s a celebration of service. It’s a time to thank all those who help and have helped you be who and what you are.  It’s a time to celebrate generosity by thanking those who have given their time, money, and love to make your life better. … Continue reading A great holiday.

Three companies “We’ve got a great product. You need it.” “We see your problem, our product can help.” “We understand your problem. Our product isn’t quite right but we know who has one that is.” Three messages We want to be successful. We want us both to be successful. We want you to succeed no matter what. Three customer views  … Continue reading Three stories. One is yours, but which one?

For those who work to learn about and improve customer experiences, there are a lot of interesting pieces of data available: NPS, CSAT, CES, OSAT, churn rate, FCR, call abandonment rates, new accounts opened, share of wallet, CLV, regression analytics, predictive analytics, correlation studies, the enormous list goes on and on.  But these data are … Continue reading What’s missing in the data is what we need to improve.

***What customers want you to do.*** CUSTOMER WANT #1: Get the job done … whatever it is. Customers simply want to get what they came for. CUSTOMER WANT #2: Make it hassle-free … which means as few tasks they have to perform as possible and no frustrating irritations. ***What employees need to achieve those two … Continue reading The Customer Service Experience: Two things customers want and four things employees need to make it happen.