Speaker Media & Blog Posts
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Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution, I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles.
For the economy, the trends supercharged by the virus will remain as will the virus. Let that thought settle in a moment. Think what it means for leisure & hospitality, concerts, entertainment and travel/transportation.
Trim is all about eliminating drag on your customer's path to getting the outcome they desire. It takes caring enough to have solutions ready to ensure smooth sailing. Make sure you have a trim button on all your customer service processes.
Although all of our problems didn't magically go away with the flip of the calendar page, I'm more optimistic than ever that we'll find our way to the other side soon… one thing is certain: the time is now to prepare for a post-pandemic world.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
John shares an intimate story about his father that illuminates what empathy means, why it's important and how it is the key to breaking down barriers. "While on my knees next to my fallen dad last weekend, I thought of a Dennis Lahane quote."
Behind only water, concrete is the second-most used material on our planet. It's low cost, durable, and beneficial in a variety of construction applications. As our population continues to swell, demand is expected to skyrocket. But there's a problem.
It is a question I get a lot from customer service leaders. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings.
My grandfather's last advice: Empathy doesn't excuse poor behavior. Rather, it seeks to understand it and strives to redeem it. My grandfather's last words to me were intended to help my marriage. Heeding them now would help our nation. Let me explain.
In our professional lives, our days consist of delivering value in one form or another. Depending on your craft, your deliverables may take the form of a research report, sales presentation, customer interaction, financial model or legal brief.
The #CapitolRiots of last week will transcend our time and will likely be referred to as the "Electoral Rebellion of 2021." Think Whiskey Rebellion, where President Washington had to send troops into a state to quell a revolt.
It is a grocery store clerk mantra I typically hear as my groceries are being scanned and bagged. And, I am tired of it. I want to be surprised-tickled pink by what I found I was not looking for. Don't give me mundane, functionally accurate, and "good enough."
How do we ease the tension and anxiety without making ourselves feel worse? Food seems to be a natural. And it can be if we adjust our behavior and the ingredients in our comfort foods. It's doable when you keep a few points in mind.
People love the new year for the sense of renewal and a fresh start. Think about how to make the most of your time, talents, and resources. What will make the most sense for you, increases your happiness factor, and focus on where you want to be in a year?
1. Vaccine Hesitancy, 2. Virus Mutation, 3. Cyber War, 4. Protracted Congressional Fighting, 5. Credit Crunch. The combination of 1 & 2 will be tragic. But if accompanied by 3,4 or 5, then the optimism for the economy will shift down significantly.
Today's guest is an Olympic 400 meter hurdler and the founder of the Believe Institute. As if that wasn't enough to catch your interest right out of the gate, she's also a past contestant on the Amazing Race Canada.
We are headed into the final push of serving our customers during a holiday rush. I think it’s possible that this season could be one of the most challenging we faced in a long time…customer emotions may be running hotter and pocketbooks may be running thinner.
Giving thanks saved me. In the depths of my depression and listlessness, I turned inward. I prayed. I prayed for clarity, the reason for being, for what's next. Somehow in that place of despair I heard an inner voice say to me, "Give Thanks."
My river house in the mountains of North Georgia just got fiber optic high-speed Internet. In Internet talk, we went from 10 mpbs to over 100 and the capacity to stream TV instead of using a pricey satellite dish.
In today's episode, Amy Beadle shares a little about her professional background, her passion for community involvement, and how Springfield, IL has innovated to attract tourists during the challenging Covid-19 landscape. Amy is a terrific ambassador for the city of Springfield, IL.
Understand that a plan to get the right things accomplished is far more powerful than a plan to get 1,000 things accomplished that will never happen. Stop wasting time. Focus on the right things for your business. Let the rest go.
All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their leaves from the limb.
Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. However, designing and consistently delivering experiences that emotionally resonate with customers is daunting in the best of times, let alone in a pandemic! Sadly, many companies haven’t effectively found ways to adjust their customer experiences to meet the challenges of COVID-19.
Applying lessons from the Marine Corps to help Boost your Business
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Sports Illustrated has named Roger Crawford as “One of the most accomplished physically challenged athletes in the world.” In recognition of his extraordinary athletic achievements, he was given the prestigious ITA Achievement Award, presented by the International Tennis Hall of Fame. After realizing tremendous success on Center Court as a Division 1 athlete, he took his talents to Center Stage and became a motivational speaker.
Michelle Miller, aka The Farm Babe, joins us on Speaking on Demand to discuss a number of topics surrounding Agriculture today. As a farmer, keynote speaker, social media influencer, and columnist, Michelle has been voted as one of the most trusted and reputable farmers on social media.
Customers and employees today are sometimes scared to tell us what they think. Ask a customer, “How was your meal?” and you are more likely to get “fine,” than the whole truth. Ask employees for their best ideas, and you might get safe answers if you get answers at all. But there is a tool for changing all of that
It’s easy to get stuck in the rut of negativity and believe there have never been days as challenging as these. That’s why it is more important than ever to remember the way you get meaning in your life: Devote yourself to loving others, to your community around you and to striving to make a difference.
Even the most resilient leaders and capable team members are under more than the usual amount of stress right now. Every crisis comes with its own set of challenges and changes. What can we as leaders do to help our teams get through the current and future crises?