Lack of Leadership Training Is The Reason 1/3 of Employees Quit

February 05, 2024 | By: John DiJulius

Do You Have Accidental Bosses? An article in Fortune titled “Nearly all bosses are ‘accidental’ with no formal training—and research shows it’s leading 1 in 3 workers to quit” shares research conducted by The Chartered Management Institute revealing that many of those promoted into managerial positions are all title and no training. These startling findings… Read Full Article


Brand Loyalty Increases with These 6 Components of CX

January 30, 2024 | By: John DiJulius

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more… Read Full Article


How to Improve Presentation Skills for Today’s Business World

January 22, 2024 | By: Dave Murray

How to Improve Presentation Skills 5 Simple Tips You Can Use to Crush Your Next Presentation! 10 years ago, I left my very predictable job as a department director in the professional sports industry to become a consultant, public speaker, and facilitator. At the time I needed to know how to improve my presentation skills. … Read Full Article


9 CX Strategies to Give You a Competitive Advantage

January 15, 2024 | By: John DiJulius

In today’s economy, you can create a competitive advantage while achieving employee and customer loyalty and retention by making customer experience your biggest priority.  Since the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and… Read Full Article


How KeyBank Raised their NPS and CSAT Scores

January 08, 2024 | By: John DiJulius

An increasing NPS score is just one of the reasons Cleveland, OH-based KeyBank earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference.  Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders Fixing a Lack of Consistency in… Read Full Article