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Service Is A Contact Sport! 26 Aug 2013 | 05:26 pm
You can not understand the service game until you realize that… What your customers believe about you and your organization can never be better or stronger than what your employees believe about you ...
A KEY To Your Success 24 Aug 2013 | 02:30 am
No matter what technology and changes are coming in the future, there will be one key to success. That one key is Life Long Learning. If you ever stop learning you certainly stop growing. Learning ...
As Customers Should We Just Lower Our Expectations? 22 Aug 2013 | 10:28 pm
In service experiences, expectations almost always dictate the outcome. Before you conceptually agree or disagree with the above statement, I would like you to suspend your judgement for a moment. A...
You Won’t Believe What Happens Next 21 Aug 2013 | 05:21 pm
Now the Ding Ding Ding has come to a stop and flight attendant Al has left the cabin. The tension in the air was palatable. I could hear people mumbling about this delay making them miss their conne...
On My Way to the Customer Experience Conference I Had the Most Surreal “Customer Experience” 20 Aug 2013 | 09:01 pm
This story is so unbelievable I have brought in third party unedited material that I will commentate on. As you may know by now, I travel quite a bit developing global learning and recognition system...
Are You Caught in the BS Trap? 19 Aug 2013 | 09:48 pm
Yes, the Behavioral Science trap! Are you? I bet you are! People all over the world are still trying to make their employees happy. We now call it Employee Engagement. I say, if you run around t...
Getting to the Truth 16 Aug 2013 | 05:16 pm
Do you know what the people you lead and support want? Seriously, do you ? 1. The truth – They are big enough, they are smart enough and they are competent enough to handle it. 2. Skills - Skills ...
Obstacles 15 Aug 2013 | 05:15 pm
Click on image to see full infographic
Are You in the Moment? 14 Aug 2013 | 05:14 pm
The present has nothing to do with wishing. . . when you have the present you will be perfectly content to be where you are . . . The richness of the present comes from its own source. . . The present...
What is Your Theory on a Surefire Way to Motivate People? 13 Aug 2013 | 05:13 pm
I’m talking about the type of motivation that leads to intense and sustainable employee engagement. The type of motivation that creates enabled and aligned front line resources. Regardless of what y...
