My Most Recent BLOG posts

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Will your Employees “Christmas Cheer” continue throughout the New Year?
Here’s the deal…everyone is happy and trying to be cheery, super friendly, and helpful during the “holiday season”. This is awesome…but will it continue? When we wrote our book, “Creating and Delivering Totally Awesome Customer Experiences,” we found a very interesting fact from our research…customers hate the unpredictable and inconsistent. We coined the phrase, “Random Acts of Excellence and Chaos” to describe this phenomenon. What it essentially means is that customers like consistency more than they like “occasional exceptional.” They don’t want to wonder what experience they will be getting every time they interact with [more]
Are you at risk of being “Uberized”?
If you're like many Business Owners and Leaders you probably feel pretty good about the position you hold in your market...so did the taxi cab companies and drivers before Uber became a reality. Now they are scrambling and trying to find a way to survive…even to the point of trying to get political help in different cities to stay afloat. Disruption and Commoditization have impacted virtually every industry today. There probably isn’t a single industry that hasn’t been impacted by a disruptive organization entering their market and stealing some of their market share. Uber is an [more]
What it takes to be a Customer Obsessed Leader…5 Critical Skills
This is a question I get asked quite often when speaking to Business Owners and Leaders. It’s a great question…and the right question. Customer Obsession is successful when it is “top down” in any organization…coming from the top Leader as the way you are going to run the business. It isn’t successful from the “ground up”…where it is driven by some passionate employees wanting to be more about the customer. Without the top person(s) driving this…relentlessly…an organization won’t cross the chasm to becoming Customer Obsessed. They will most likely give up [more]