Pay Your Receptionists More!
I had a friend doing some customer experience work for one of the biggest brands in the world. She told me they had made a sweeping commitment to dramatically enhance
Is the Entitlement Attitude Hurting Your Business?
A couple of weeks ago I was speaking at a conference and found myself in a conversation with the president of a large distribution company. We started talking about business
Would Your Customers Agree?
This weekend, I got the call that I’d been both expecting and dreading for the past few months. A member of my family who’d been ailing for the last few
Who need a Rainmaker?
I couldn't help but smile at this headline, but I wanted to share this article published in The Drive Magazine. You can see the entire magazine online here.
Passing The Buck or Bucking The Trend – Leader’s Choice
“I can get you those numbers.”Or“I’m sure I could get that information.”These are both examples of the most harmful phrases to be uttered by any leader.I often talk to senior
Does This Secret Customer Strategy Still Hold Water?
It’s hard to believe that I’ve been writing the Tuesday Tidbits™ for over five years. One of those classic Tidbits was written in 2014, and it was titled The Strategy
Noah’s Tuesday Tidbit: Stop Holding up the Line! Escalators, Exits, and What Your Company Really Needs
I was walking through the Detroit airport the other day and was in a bit of a rush to catch my next flight.I had to board a train to get
Here Come The Customer Service Body Cameras (and how to avoid them!)
In 5 years or less will people in customer service roles be wearing body cameras?
How to Ensure 2019 is The BEST Year Ever For Your Company
Here's a simple 3-step method to make 2019 your best year of business ever.
Counting Calories – The Business Version of the PB&J Sandwich
A little extra peanut butter won't hurt, until it does.