More Proof That Perception Matters
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived
April 18, 2016
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The cure for ignorance is awareness
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t.
April 5, 2016
The lost art of cosseting
Last month I presented three breakout sessions at a client’s annual leadership meeting near Chicago. The meeting was held at the Loews Chicago O’Hare Hotel
February 28, 2016
How to win customers in 2016
With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. My reaction
January 3, 2016
Be kind
My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family
December 3, 2015
Customer experience Q&A
The following post contains a recent interview by Erica Marois of ICMI: 1. In your book you mention that 80% of companies claim to provide
July 16, 2015
Serving is selling
I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the line
July 16, 2015
A line in the sand
In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy who delivered
June 5, 2015
Being capable is not enough
I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last
June 1, 2015
