Posts tagged as:

customer service

An ultimate experience from a reliable source

0 comments January 27, 2012

I’m flying from Baltimore to Vegas on an airline I don’t normally take…usually I would go Delta for the SkyMiles, but this airline has a non-stop, arriving two hours earlier, and I need the sleep. In the middle of the 5½ hour trip, a flight attendant makes an announcement, naming two passengers, and asking them [...]

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Distinction may involve what is absent from your business

0 comments January 24, 2012

At a recent meeting I was addressing near Boston, I learned the fascinating story of the Berry family, and their restaurant on Cape Cod, Moby Dick’s. It’s a true story of distinction. You can read on their website how the restaurant came to be — and how the oldest son, Todd, discovered how much he [...]

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A great way to end the year…

2 comments December 31, 2011

If you read this blog regularly — and I really hope you do! — you know most of what is posted here is about improving your business; particularly as it regards the experience your customers receive. However, on a personal note, I just received something to end the year that has really moved me, and [...]

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Is there a compelling reason to go buy from Sears, Kmart, or YOU?

8 comments December 29, 2011

I loved the opening line of this recent news story, written by Joyce Smith of McClatchy Newspapers: ” It’s not only the Grinch who stole Christmas. Some grouchy salesclerks do, too.” The article states up to 40 percent of revenues for a retailer can come from holiday sales. Yet, at precisely the moment they should [...]

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Update on making sure your people are sold on what they’re selling…

1 comment December 18, 2011

I should have known. Really…I should have. I just received an email regarding my previous post about the CEO of BMW Portugal and his effort to be certain his entire team was committed and enthusiastic about their opportunities to grow the company. The message was from Klaus Kibsgaard, the subject of the post, now CEO [...]

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If you want to learn more, listen more…

December 8, 2011

During my recent trip to Slovakia, I had the honor of being interviewed by the “Larry King,” so to speak, of that country. Her name is Andrea Vadkerti — and she’s a quite remarkable broadcast journalist and personality. Looking back, I was trying to think of what made her so good at getting her subjects [...]

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Seasonal employees can make an enduring impression…

November 29, 2011

It’s the time of year many organizations are adding “seasonal help.” In other words, they are increasing staff through temporary hires to get them through the busy holiday season. A quick web search revealed many companies adding employees to get them through the crunch of business. Of particular note was the number of newspapers both [...]

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Is customer loyalty dead?

October 27, 2011

After another speaker at a conference where I was keynoting in California suggested “customer loyalty is dead,” I decided to offer you an alternative viewpoint.

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A terrific event in Slovakia!

October 16, 2011

Thanks to all my new friends in Bratislava, Slovakia! The “Big Ideas for CEE” conference sponsored by Soitron — with conference management from Speakers, s.r.o. — featured speakers such as chess grandmaster Garry Kasparov, Peter Littmann – the leader who made Hugo Boss a global brand, Joan Laporta – the CEO who took FC Barcelona [...]

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The downside of a good decision…

1 comment October 10, 2011

This morning, CNN/Money is reporting that Netflix CEO Reed Hastings has decided to abandon the convoluted plan to separate the DVD from the streaming video aspects of the company — and also to kill the horribly named new business called Qwikster. The market is responding positively — as of this writing, shares in Netflix are [...]

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