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Customers Don’t Care About the Details; They Care About the Destination

Customers Don’t Care About the Details; They Care About the Destination

On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech.
Fishing, Work, and Life – Marilyn Tam

Fishing, Work, and Life – Marilyn Tam

If I wasn’t standing by the water’s edge with my feet sinking slowly into the cool, wet sand while being misted by the fizzing salt spray, I’d think I was watching a video ad for Hawaii. On the black, glistening boulders jutting out of the churning ocean waves…
Face Phone Fear to Connect & Close

Face Phone Fear to Connect & Close

Two weeks ago, I talked with a recent program attendee in the technology field, providing amazing solutions to IT customers. During our exploratory call he said, “I’ve got an issue with some of the team having phone fear. Can you help?” Yes I can!
Make the First Time a Charm – Chip Bell

Make the First Time a Charm – Chip Bell

Your mother advised, “You don’t get a second chance to make a good first impression.” Correct or incorrect, your customers’ first encounters with you and your organization teach them what to expect as well as whether to return.
I Know Just How You Feel – Colette Carlson

I Know Just How You Feel – Colette Carlson

Lately, I have been thinking a lot about empathy and how we are relating to one another 2023 style. As many of you may be aware, AI (artificial intelligence) has slowly crept into our world. There are numerous software programs available to all of us.
Tax Credit Could Earn your Small Biz $26,000 per Employee

Tax Credit Could Earn your Small Biz $26,000 per Employee

Is your small business owed $26,000 from the U.S. government for every worker you employ? That’s the pitch you’re probably getting from services all around the country who claim that because of the Employee Retention Tax Credit the money is owed to you.
The Power of Failing – Kevin Brown

The Power of Failing – Kevin Brown

I hate when I mess up. On anything. Big things. Small things. Failure drives me crazy. I am my own worst critic. When I make a mistake, I tend to beat myself up. A lot. Self-loathing has been a problem for me for most of my life. Here’s what I have learned.
Create Distinction from the Inside Out. Start with this Iconic Advice.

Create Distinction from the Inside Out. Start with this Iconic Advice.

The reality is that culture is actually much more complex than most realize, especially when it pertains to a business or organization, and what defines culture at a business or organization is how they serve customers and significantly improve the world.
Did You Finish Strong? – John O’Leary

Did You Finish Strong? – John O’Leary

Finishing strong should be something for which we all strive. And one of the greatest examples I know of what it looks like to finish strong is British runner Derek Redmond. In the 1992 Olympic Games, Derek expected to win gold in the 400-meter.
Don’t Just Personalize the Customer’s Experience – Individualize it 

Don’t Just Personalize the Customer’s Experience – Individualize it 

Recently I wrote my annual Forbes article featuring customer service and CX predictions & trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer.
Lack Of Entitlement Keys Georgia’s National Championship

Lack Of Entitlement Keys Georgia’s National Championship

Okay, so maybe this year’s College Football National Championship game wasn’t one for the ages. And it certainly wouldn’t have kept you watching if you favor closely fought competitions, which Georgia’s 65-7 masterclass was never close to providing.
You’re Not Too Old – John O’Leary

You’re Not Too Old – John O’Leary

We waved goodbye to 2022, hoped for a better New Year and even made resolutions to ensure it would be even better than the last. And although only 24-hours into the New Year, many of those resolutions have already been broken!