The new rules to dominating your industry.
There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing and Leif Babin. During a Navy SEALs BUD/S training, SEAL candidates were grouped into boat crews of seven men and assigned to an inflatable boat that weighed more than 200 pounds. The most senior-ranking… Read Full Article
Most of the world is now seeing the light at the end of this long dark pandemic tunnel. Will the post-pandemic times really be fueled by an economic boom? Now, there is a tremendous amount of pent-up demand for people who have missed out in the last 18 months. Customers are now pickier than ever… Read Full Article
Are you ready to Be Unstoppable in 2021? No matter what came before, you can learn from it, set a new course, adjust your sails, and get underway again. All you need is a worthy destination, a sturdy platform, an able crew, a chart of way points, and a fitting mindset to power your progress…. Read Full Article
Both customer service and customer experience are talked about often, but what is customer service experience? Chris Zane, founder and CEO of Zane’s Cycles, said in 2011 that “customer service starts when the customer experience fails.” How right he is! If you want to stop people from calling customer service, make the customer experience perfect. Of course,… Read Full Article
I attend a lot of franchise conferences in Las Vegas. When you look around Las Vegas, gambling seems to a very profitable business, right? But you also see a ton of competition. And no matter where you play, it is basically the same games! What is really the difference between one casino and another? Let… Read Full Article
Overall customer satisfaction is at 73.6, its lowest point in over 15 years. And since the start of the pandemic, satisfaction has been dropping like a rock. What is behind all the deteriorating customer service? Several things, such as: employee burnout, low employee morale, high employee turnover, staff shortage, poor reactive hiring, no training of… Read Full Article
Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong. You should be able to… Read Full Article
Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine… Read Full Article
Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennials, although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These devices are necessary parts… Read Full Article
We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers, even if it is just for a few moments, It’s really about human connection.
