As I tromp all over North America talking to CEOs and Owners of privately-held companies and extolling the virtues of the philosophy of Evergreen, I still find a lack focus
Mistakes, blunders, and customer-related issues are bound to happen.
Most of us have employees and they're expected to do things by the book, but what happens when the book is wrong
One of the biggest problems that most companies face is they spend way too much trying to find, collect, compile, and fact check information. They do all that without ever
In this video, I walk you through a simple four-step customer service improvement model made famous by FedEx called The Hierarchy of Horrors. You can learn more about this in
A classic study shows us how why the small mistakes we make for our customers might have a larger impact than the bigger ones.
You can find the study here: http://webs.wofford.edu/boppkl/coursefiles/Psy150/Labs/SocialLab/Kanner81_Hassles%20and%20Uplifts.pdf
[youtube
A CEO reached out to me a couple weeks ago.
He was horrified, and practically scared out of his wits. He called me after he experienced what he called, "the scariest
"I'm in the right place."
"This resonates with me and speaks to me in a language I understand."
"I can quickly find what I'm looking for."
"I know exactly what steps or actions
Each week I get emails from many of you who tell me how my weekly tidbits have opened new doors for you...or helped you enhance your vision of sales, marketing,
Here's a recent interview I did with Colloquy Loyalty Talks Magazine. In this article, we talk about how to more effectively surprise and delight your customers, and use your loyalty