September 10, 2019

Acknowledge the Customer: Set the Tone with Your Greeting

The opportunity here is to rethink and redesign your “hello” with a welcome, with eye contact when possible, and by calling customers by their name. This all sounds intuitive: we should warmly and personally naturally greet our customers. But the truth of the matter is that frequently, this is the exception rather than the rule. Learn more in today’s video.

September 5, 2019

3 Steps to Solidify Your CX Foundations at a Cultural Institution [PODCAST]

The CCO of the Berkshire Museum chats with me about the strategies they developed to improve the CX, EX, and flow of the museum. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

September 4, 2019

Earn Positive Survey Results! Don’t Beg for Survey Scores

A less than perfect score is an opportunity to improve, not a failure in performance. Leaders, when you shift your attitude and how you pay people to embrace the gift of feedback, you will become a different kind of company. Learn why you must eliminate survey score begging in this video.

August 29, 2019

The State of Customer Experience: 3 Important Stats You Need to Know

I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.

August 27, 2019

Why You Should Eliminate “No Mercy” Policies!

Hard and fast rules can sacrifice your customer relationships for the sake of small profits. Allow your employees to extend grace to your customers, show empathy, and provide understanding. Trusting your front line pays dividends by improving your brand’s relationships with its customers AND its employees.

August 22, 2019

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.

August 20, 2019

Get Rid of Opportunistic Fees & Improve Customer Experience

When you think of only the short term gain and not the long-term loss of your customer’s business and their good word, your opportunity for growth depends heavily on customer acquisition and spending money to get in new customers because the ones you brought in last month have already left. Learn why it’s important to put a stop to opportunistic fees in today’s video.

Stop the Service Waiting Game
August 13, 2019

Don’t Make Customers Play the Service Waiting Game

In a survey conducted by CNN Money, 58% of Americans said they waited for in home appointments for the cable guy and other people for an average of four and a half hours. We, as brands, can do better. In this video I talk about the importance of addressing the “service waiting game.”