SPEAKERS

“How are you?” has shifted from a point of conversation to a fairly meaningless reflex. If you think about how many times you ask that question every day, you may realize it’s no longer relevant.

John O’Leary shares the best gifts he’s ever received and why the audacity of giving is more important than the gift itself.

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.