What we’re teaching about customer interactions is wrong.

The things we teach and train regarding Customer Service and Customer Experience are missing the point. Customer Service/Customer Experience are not just: Taking your money Giving you a product or service A transaction Customer Experience is much more noble then that. It’s much more serious and impactful. We’ve GOT to…

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Managing Your Customer Experience – what’s the big deal?

Not to sound crass but frankly, managing your Customer Experience makes you money. If you’re not making money, you’re not in business. Most definitely be passionate about your product or service, about adding value to people’s lives. Also understand that making money is one of the indicators that your business…

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Cultivating Your Employees to be Influencers

Do you want your employees to perform ‘on point’ even when you’re not around? Of course! How do you help this happen? Do you need to set up remote video monitoring stations? No, that would be absurd and be counterproductive to the type of environment you’d want to create. (Although…

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