Episode 007 – CX Depends on Hiring Right

Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute … Read MoreEpisode 007 – CX Depends on Hiring Right

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

“I’d kill to have a golf swing like that!” “I’d do ANYTHING to lift that much weight and look like … Read MoreStop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Customer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together

Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints…  The thing to understand is that the companies that use these … Read MoreCustomer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together

The Best Customer Experience Begins with Customer Service Training – Part One

As a business coach for companies, both large and small, that want to deliver a customer service experience to bring … Read MoreThe Best Customer Experience Begins with Customer Service Training – Part One

Nail Salon Could Use a Little Polish in Customer Service Training and Skills

I walked into a local nail salon today and realized that they didn’t know a thing about giving good customer … Read MoreNail Salon Could Use a Little Polish in Customer Service Training and Skills

Improving Customer Service – What to Do When You’re Running Out of Ideas for Better Service (3 Big Tips)

How many small businesses still remember or still operate on the phrase – If you build it, they will come? … Read MoreImproving Customer Service – What to Do When You’re Running Out of Ideas for Better Service (3 Big Tips)

Hampton Inn Personally Reaches Out to Customer Reviews to Strengthen Customer Relationships

Small Gestures Build Customer Intimacy I noticed today on the the TripAdvisor Site that there were some reviews for the … Read MoreHampton Inn Personally Reaches Out to Customer Reviews to Strengthen Customer Relationships

No Matter What Your Job Title Is – You Are a Customer Experience Officer

Disregard the title on your business card. That’s right, whatever title you currently have, disregard it.  It doesn’t matter if … Read MoreNo Matter What Your Job Title Is – You Are a Customer Experience Officer

Customer Complaint Resolution – A Fishy Restaurant Tale

Resolving a customer complaint isn’t just about handling the issue, it’s the way you handle the issue. Customer satisfaction and … Read MoreCustomer Complaint Resolution – A Fishy Restaurant Tale