Posts tagged as:

business

We need “professional” responsibility as much as “personal”…

3 comments September 16, 2011

Everything from blogs to conferences to television talk shows decry the lack of “personal responsibility.” But, somehow, I’m left with the feeling it doesn’t tell the complete story. The phone in my hotel room started ringing just a bit before 2 AM. Startled, I awoke — immediately worried something might be wrong at home, or [...]

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What happens when you can’t help a customer?

2 comments May 17, 2011

I entered the Verizon store in Hamilton Town Center in Fishers, Indiana needing help. Not only did I receive zero assistance, the experience made me question why I was even a customer in the first place. And, it made me wonder — what should we do when we aren’t able to help a customer? My [...]

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Another FREE video on creating the Ultimate Customer Experience ®

April 22, 2011

Here’s the second in the series of FREE videos we are providing to assist you and your organization in creating the Ultimate Customer Experience ®! And…if we can assist you in developing and executing the strategies necessary to provide YOUR customers with UCE’s, please contact us! We would love to work for…and with…you and your [...]

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Respect for the audience: What Jeanne Robertson knows that Charlie Sheen is learning

18 comments April 4, 2011

One has had hit television shows and movies, making over a million dollars an episode. His name is known throughout the nation. He sold out the Fox Theatre in Detroit and was greeted by a standing ovation. By the time Charlie Sheen had finished his show, however, many in his audience had already left the [...]

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R-E-S-P-O-N-S-I-B-I-L-T-Y

2 comments January 5, 2011

For some strange reason, I STILL remember the story. It was in our Reading class — probably now it would be called “Literature” — in the latter years of elementary school. It was about a young boy growing up on a farm, which was hit by a blizzard while his father was stranded in town. [...]

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When do you make a change?

10 comments January 4, 2011

While I try to not overuse sports analogies, it’s important to notice the decision this past weekend from the owner of the NFL’s New York Giants. John Mara announced that coach Tom Coughlin’s job was safe, even though the Giants failed to make the playoffs. “I’m obviously disappointed we didn’t make the playoffs,” Mara said. [...]

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Are they really loyal to you?

September 9, 2010

Customer loyalty is one of the hottest topics in business — and one of the most misunderstood. As Seth Godin pointed out recently, if you have the cheapest price and customers keep coming back, it doesn’t mean they are loyal to YOU! To me, customer loyalty means that with all else being equal — or, [...]

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Happy Labor Day Weekend!

September 4, 2010

Hope you’re having a GREAT weekend!

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From financial advice by a Gen-Y’er to Seniors on Twitter…

1 comment August 28, 2010

Let me run two events from today — seemingly disconnected – by you, and see if you reach a similar conclusion. My Friday morning started with coffee at Starbucks with Pete Dunn — better known as “Pete the Planner.” We’ve been connecting on Social Media, but had never met in person. Pete’s a really terrific [...]

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Working more…and enjoying it less?

2 comments August 26, 2010

I’ve been thinking a lot lately about a wonderful gentleman I met back in the 1980s. I was in my early 20s, and highly impressionable. It is because of both the timing and the honor that I have always been thankful for the opportunity to spend three or four evenings in the company of Dr. [...]

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