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Speaker Media & Blog Posts

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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!
Increasing the Kindness Quotient at Work to Keep Top Talent & Build Teamwork

Increasing the Kindness Quotient at Work to Keep Top Talent & Build Teamwork

How high is your workplace Kindness Quotient? Kindness is important at work. And everywhere. Popular advice tells people to focus on achieving individual goals to get ahead. Some people work their careers as if it is an individual competitive sport.
WFH: Future Path & Impact – Andrew Busch

WFH: Future Path & Impact – Andrew Busch

Before we do our deep dive, let’s simplify the overall environment for work from home (WFH) or work from anywhere (WFA), boiling it down to incentives driving actions. Let’s start with the negative impact on employees from WFH.
Customers are the Reason Customer Service Is Important

Customers are the Reason Customer Service Is Important

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  We get many different answers that include low customer satisfaction.
Do Your Rituals Serve or Sabotage You? – Colette Carlson

Do Your Rituals Serve or Sabotage You? – Colette Carlson

Whether your caregivers read you a nightly bedtime story or your work team regularly meditates before a meeting, you experienced the power of rituals. These small, repetitive acts can shape our behavior and shift our emotions. Rituals can produce big benefits.
Great Customer Service is Community on Fire – Chip Bell

Great Customer Service is Community on Fire – Chip Bell

I love to fly fish. And, I am fortunate to have the Chattahoochee River running across my backyard only fifty feet from the back door of my river house in North Georgia. It is stocked yearly with beautiful rainbow trout for “catch and release” fly fishing.
Unleashing the Power of Motivation & Momentum – Kevin Brown

Unleashing the Power of Motivation & Momentum – Kevin Brown

I am proud to be a motivational speaker. When I first started out, friends in the business implored me not to call myself a motivational speaker. I was intrigued by their adamant pleas. “Why,” I asked. The answer was the same each and every time.
Meta Introduces A $1,500 Metaverse Headset

Meta Introduces A $1,500 Metaverse Headset

I’m a big believer in the Metaverse and truly believe that it will have an enormous impact on how business is done in the coming years. But based on this report, the Meta Quest Pro is a miss. I don’t see any sane manager or employee wearing these things.
Fear or Love? – John O’Leary

Fear or Love? – John O’Leary

With which lens do you most frequently choose to see the world? With so much negativity in the world, it’s common to grasp onto and utilize the perspective of fear to view the world. Fear of others. Fear of the unknown. Fear of tomorrow. Fear of life.
Smarter Machines = Smarter Humans

Smarter Machines = Smarter Humans

The ability of machines to communicate is an exponentially accelerating trend spanning many industries. This technology trend is not slowing down in any way, and the more it is adopted, the more it will continue to accelerate, transforming our lives.