How To Be the Partner Your Clients Can’t Live Without

December 04, 2019 | By:

How To Be the Partner Your Clients Can’t Live Without If you are a business that serves other businesses (B2B), someone’s vendor, it is even more critical that you deliver a world-class customer experience, otherwise, you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and… Read Full Article


Can You Keep Quiet Longer Than 18 Seconds?

November 20, 2019 | By:

Can You Keep Quiet Longer Than 18 Seconds? Providing excellent customer service starts with how well we listen and manage customer expectations. The highest form of respect we can show another person is genuinely listening and giving them our undivided attention. However, the listener also benefits dramatically, because it is only when we are listening… Read Full Article


How Much Harm Can a Bad Culture Actually Cause?

November 13, 2019 | By:

One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors… Read Full Article


The ABC’s Of Business Have Changed

November 06, 2019 | By:

The ABC’s Of Business Have Changed  For the longest time, the ABC’s of business was considered Always Be Closing, made popular by the character played by Alec Baldwin in the 1992 film Glengarry Glen Ross. Times have changed and that salesmen paradigm is no longer a successful strategy in today’s The Relationship Economy. Today to… Read Full Article


Conversation Nevers & Always

October 30, 2019 | By:

*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age, which hit #1 on Amazon! Customer experience and employee experience starts with your ability to communicate with both parties. How can you perfect the art of listening? Ask fascinating, probing questions, follow-up questions, and then… Read Full Article