SPEAKERS

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.

Getting someone to take a chance on you is one of the most important steps to achieving success in both business and life. Yet mastering the art of persuasion is often overlooked and misunderstood.

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.

Surveys and research are showing that the top leadership skills for the future are the abilities to coach, support their employees and to foster teamwork. Are you prepared?

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.