I typically don’t like sports analogies in business, but sometimes they make such good sense. So, here is the story: My friend and colleague Jim Tunney, an inspiring speaker and the Dean of NFL referees, writes a weekly article about sports stories that always make a point. Recently he wrote about the 2015 Australian Open […]
As you have probably noticed, we’re heading into a presidential election cycle and that means we’ll be getting about 72X the news stories out of New Hampshire than we normally receive. One of the things I like best about this season, is when candidates and reporters head into New Hampshire’s local coffee shops to talk […]
Empowered employees have the ability to make customer-focused decisions. They are trained well and then given permission to do what’s right for both the customer and the company. I’ve preached this before, but this time I have a new spin on it. First, a review. One of my favorite tools from my recent book “Amaze […]
Even though every April is Customer Loyalty Month, it doesn’t matter when you are taking in this information. Customer Loyalty Month is simply a time to remember how important it is to show a little love to your customers. The reality is that it should be practiced every month, every week, every day – in […]
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, […]