Okay, “fire” is going a little too far. You need to keep them on your team, but at the same time you need to take over their job, at least on occasion, if you’re serious about improving customer service in your small business. The most successful small business owners and startup founders that I know […]
Articles over the last month or so have been looking back to 2015. This week many writers are making their predictions for 2016. Would someone please keep score and report back? Leadership, management and productivity Small business owners have been having trouble finding good employees for quite some time. Learn how to use employer brand […]
I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer engagement. IBM invited a select group of people they referred to as influencers. I was fortunate to be in this group, which included a dozen authors, bloggers, and thought leaders. The speakers at the general and […]
Here are three terms that get kicked around a lot today: Customer service. Customer engagement. Customer experience. From your perspective, are they all the same, are they distinctive from one another, or are they terms that aren’t exactly the same but do tend to overlap? Let me suggest that while they relate to one another, […]
When I’m in New York there’s a restaurant that’s almost like my kitchen, I eat there so often. Once I casually mentioned how much I enjoy the Italian soup, pasta e fagioli. The next time I came in to eat, the owner stopped by my table to tell me they had made the soup for […]