In a world that currently feels saturated with negativity, it’s challenging, even for seasoned professionals, to maintain a positive outlook. It has long been one of my missions to prove that distinction in approach and perspective can be our most powerful tool in combatting this tide. So, how can you cultivate a distinct, positive mindset amidst the noise?
1. Recognize the Power of Your Unique Value
Every professional brings something unique to the table. Your individual experiences, knowledge, and insights set you apart. Embrace this distinction. When you recognize your own worth and the value you offer, negativity becomes less potent. Remember, the most recognized names in the Sales & Marketing Hall of Fame, including legends like Seth Godin, Dale Carnegie, and Zig Ziglar, leveraged their unique qualities to make lasting impacts.
2. Engage with Purpose
To stay positive, it’s crucial to clearly understand your purpose. Why do you do what you do? This isn’t just about your professional role; it’s about the impact and difference you wish to make. Engaging with a strong sense of purpose acts as a buffer against the prevailing winds of negativity.
3. Global Perspectives
Having spoken in about 40 countries, I can attest to the value of a global perspective. Drawing on diverse viewpoints and international trends broadens our understanding and allows us to see the larger picture. By recognizing that challenges and negativity are universal, we can more easily find shared solutions and positivity in collective triumphs.
4. Continuous Learning
The landscape of business and life is ever-evolving. By committing to continuous learning, you equip yourself with the tools to navigate challenges and consistently introduce new sources of positivity and inspiration into your life. Whether it’s a new book, a seminar, or a conversation with a colleague from a different field, always be in the quest for knowledge.
5. Surround Yourself with Positivity
While being informed is essential, incessant negativity, especially from media, can be draining. Be selective about the content you consume. Surround yourself with positive influencers, thought leaders, and resources that uplift and educate rather than pull you down.
6. Constructive Feedback
As an author, I’ve learned the invaluable lesson of seeking and embracing constructive feedback. While filtering out baseless negativity is fundamental, constructive critiques offer growth. Distinguish between the two and use feedback as a tool for improvement and positivity.
7. Practice Gratitude
In the pursuit of distinction, it’s easy to focus on what we lack or where we want to be. However, taking a moment to acknowledge and be grateful for our achievements, the people around us, and even the simple joys can be a powerful antidote to negativity.
8. Remember the Ultimate Customer Experience®
In business and life, our interactions matter. By striving to offer the “Ultimate Customer Experience®,” not only do we set ourselves apart, but we also cultivate a more positive environment. When we uplift others, we uplift ourselves.
While our world is filled with challenges and negativity, professionals have the power to create a distinct path filled with positivity. By recognizing our unique value, engaging with purpose, embracing global perspectives, and committing to continuous growth, we can combat negativity and thrive in it. As we strive for distinction, let positivity be the hallmark of our journey.
On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was worth a couple of hours to see for ourselves if the approach would be different and the process had improved.
When the shuttle we thought was going to pick us up failed to appear, I called the reception desk to let them know we were running late. The receptionist asked, “Do you have a rental car?” When I replied that we did, she said curtly, “So, why didn’t you drive here rather than have us pick you up?”
My response was that they didn’t know whether we had a car or not — and as the customer, I should get the opportunity to make the decision on our transportation. Believe it or not, she hung up on me!
Upon arrival, we were met by our sales advisor. He started by addressing concerns we had not even voiced — the reputation of high-pressure tactics and more. He was reassuring and captured our interest.
After showing us a unit like the one we might invest in, his manager came in to talk with us. Despite our insistence that we would consider our decision over the three days we were at the adjoining hotel, she repeatedly inquired, “What can we do to make you owners TODAY?” The pressure was insistent and off-putting.
The tactic made us dig in our heels and refuse to make a decision. In other words, it had exactly the opposite effect that she desired.
Then we were taken into another room to be offered an alternative. When we entered, we could not help but notice that several of the bulbs in the chandelier were burned out and had not been replaced. As prospective customers, we asked ourselves, “If they can’t take care of their own offices…how much care will the maintenance show our timeshare?”
We did not purchase. In part, it was because of the high pressure tactics that simply do not work in today’s marketplace. But it was also an example of how the “little things” make a huge difference to customers.
In other words, the minutiae often define the customer experience more than grand gestures. Here are six reasons why:
1. First Impressions: Little things like a clean environment or a fully functional facility contribute to a customer’s immediate assessment. The Halo Effect suggests that one positive aspect can make everything else seem better. When a customer walks into a pristine environment, they’re more likely to have a positive view of the entire brand.
2. Psychological Comfort: According to Maslow’s Hierarchy of Needs, physical and safety needs come first. A clean, well-maintained space appeals to these basic human requirements, increasing the chances of customers feeling comfortable enough to engage more deeply with your business.
3. Attention to Detail: Harvard Business Review points out that customers value “effortless experiences.” If light bulbs are out or the surroundings are dirty, it indicates a lack of attention that might extend to your products or services.
4. Consistency: In a world where consumer expectations are ever-evolving, reliability is king. According to a PwC report, 65% of U.S. consumers say a positive experience with a brand is more influential than great advertising.
5. Word of Mouth: In an American Express Survey, 65% of participants said they’ve spoken to others about a bad experience, but they’re also likely to share positive experiences. Good experiences with attention to small details get amplified in this age of social media, offering free advertising and genuine endorsements.
6. Up-sell and Cross-sell Opportunities: A CX Intelligence Report suggests that customers who’ve had a good overall experience are 74% more likely to be open to add-on sales. Ensuring the basics encourages people to stick around longer, increasing their lifetime value to the business.
Mastering the little things isn’t just good housekeeping; it’s a strategic move that impacts customer perception, loyalty, and ultimately, your bottom line.
Creating the “Ultimate Customer Experience®” would have improved the opportunity for this group to make a significant sale. The problem is they weren’t aware that these “small” elements can make a world of difference.
Are you taking care of the small aspects that can mean big sales and create distinction for your organization?
In an era of technology revolutionizing how businesses interact with customers, we often get lost in metrics, data analytics, and complex algorithms.
However, the soul of customer interaction—common courtesy. The term may sound old-fashioned, but its essence is timeless and universal.
Today, we discuss the latest AI-enabled customer service bot or personalized marketing strategy. While those are critical in achieving organizational distinction, we overlook the simplest yet most impactful element—treating your customers courteously.
That’s where the Ultimate Customer Experience® starts. You can have the most sophisticated systems in place, but if your team lacks basic manners, your efforts will fall flat.
We can pull statistics to confirm this—Harvard Business Review points out that customers who had positive past experiences with a brand spend 140% more compared to those who had negative experiences. A study by PwC found that 32% of customers would stop doing business with a brand after just one bad experience. These are not just concepts; they represent the tangible outcome of either applying or ignoring common courtesy.
In business environments worldwide, irrespective of cultures and languages, courtesy is a universal language. It is the fabric that sews the entire customer experience together. Think about it—the hospitality of Japan, the “Ubuntu” of South Africa, or the customer-is-always-right mentality of America—all variations of common courtesy.
What does common courtesy in the Ultimate Customer Experience® entail? It starts with active listening. When customers feel heard, they feel respected. It involves polite language and gestures—a “please” and “thank you” cost nothing but earn invaluable customer loyalty. It’s also about transparency; don’t promise what you can’t deliver. Misleading a customer is the ultimate discourtesy.
In my decades-long journey of helping businesses stand out and earn more, one thing is crystal clear: the organizations that invest in training their staff in the art of courtesy outperform their competitors who don’t.
A courteous approach to customer service isn’t just a department—it’s a culture. For executives and entrepreneurs, this is a critical leadership responsibility. It’s not merely a line item in the training manual; it’s a core value that drives the ultimate goal of any business—to create a distinct, memorable, and beneficial experience for your customer.
Let’s elevate the conversation from simply evaluating “customer satisfaction metrics” to instilling a culture of common courtesy. In doing so, we don’t just satisfy our customers; we thrill them. And in today’s fiercely competitive marketplace, the Ultimate Customer Experience® is not just about standing out—it’s about being unforgettable. Courtesy makes you unforgettable.
The technology and strategies that propel your business forward are crucial, but it’s the underlying layer of common courtesy that can truly make or break your relationship with customers. This is more than a polite suggestion; it’s a cornerstone of business success.
Remember, in a crowded marketplace, distinction doesn’t just come from innovation; it also comes from positive, courteous customer interactions. After all, courtesy never goes out of style.
Don’t let your drive for innovation eclipse the age-old wisdom of simply being courteous; the Ultimate Customer Experience® depends on it.
Earlier this week, a great friend of mine was subjected to negative comments on social media. The reason some cited was that she was a “phony” — because she always seemed so upbeat. As I posted, it struck me that we never say a negative person is a phony. That critique seems reserved for those who choose to express an optimistic attitude.
However, my experience and research has taught me that in the quest for distinction within any organization, one vital component resonates at the core of success: a positive attitude. A company with a culture infused with optimism doesn’t just thrive, it stands out. Here are six reasons why this essential aspect is pivotal in creating a distinctive business culture, no matter the size of your company.
1. Unleashing Potential
A positive attitude unshackles potential. It energizes, motivates, and inspires employees to transcend the ordinary. It’s about seeing challenges not as roadblocks, but as gateways to creativity and innovation. A culture of positivity instills a sense of purpose, propelling an organization towards distinction.
2. Strengthening the Customer Experience
As someone who has extensively studied, written, and spoken about organizational distinction and customer experience, I firmly believe that positivity is integral to delivering the Ultimate Customer Experience®. When positivity permeates a company, it’s felt by every customer. It translates to engaged employees, superior service, and ultimately, customer loyalty. The connection between a positive attitude and customer experience isn’t just theoretical – it’s proven, tangible, and transformative.
3. Cultivating Collaboration
Positive attitudes foster an environment of collaboration and inclusiveness. Diversity and unity thrive in an optimistic setting. Team members feel valued and respected, leading to stronger collaboration. This creates a synergy where the collective wisdom transcends individual capabilities.
4. Building Resilience
In the ever-changing global business landscape, resilience is a prized attribute. My friend, speaker, author, and someone who has conquered physical disabilities, Roger Crawford always states that a positive attitude equips an organization with the flexibility to adapt and the strength to endure. It breeds a culture where failure is seen not as a dead end but as a lesson learned, a stepping stone towards success and distinction.
5. Enhancing Profitability
Numerous studies from respected sources affirm that companies fostering a positive culture enjoy higher levels of productivity and profitability. Gallup, for instance, found that companies with engaged employees outperform others by 202%. A positive attitude is not just a moral booster; it’s a strategic business tool.
6. Becoming Iconic
As I’ve highlighted in my book, “ICONIC,” becoming an iconic organization requires commitment, effort, and a clear vision. A positive attitude is the fuel that powers this journey. It’s the beacon that guides a company from mediocrity to greatness.
The Positive Path to Distinction
Creating distinction is not about mere survival; it’s about standing out and thriving. It’s about embracing a positive attitude that sets the tone for excellence in every facet of the organization.
A positive attitude is not a by-product of success; it’s the foundational element. It’s what separates the good from the great, the ordinary from the extraordinary.
A positive attitude is not just the cornerstone of a distinctive company culture. It’s the heartbeat, the lifeblood, and the soul.
It’s not about being phony and it’s more than a business strategy; a commitment to a positive approach is a philosophy that resonates with human potential and aspirations. By nurturing a culture of positivity, we pave the way for distinction, innovation, and growth.
Ask yourself who you would rather deal with as a customer or a colleague at work: someone who acts as if they have a positive attitude about your business…or a sincere jerk who doesn’t care about how you’re treated?
In the ever-evolving landscape of today’s business world, titles and roles frequently change to reflect the dynamism of the marketplace. However, my friend, Jack Miller, the General Manager of the Fairmont Scottsdale Princess, has taken a step that resonates far beyond mere semantics. He has rebranded himself as the “Chief Inspiration Officer.”
I wrote extensively about Jack and the Scottsdale Princess in my book, “ICONIC,” as a shining example of distinction. Jack is a leader who understands what it takes to be not just the best IN the world but the best FOR the world. This latest move is a profound testament to his commitment to leadership that inspires.
Leading Through Inspiration
The traditional view of leadership often involves guiding, directing, and managing. For some, it may even (unfortunately) mean ordering and dominating. But the truly transformative leaders are those who inspire. Inspiration fuels passion, sparks creativity, and nurtures the courage to innovate and take risks.
The Chief Inspiration Officer
Jack Miller’s title change is more than a novel moniker to which other leaders should aspire. It symbolizes a shift in focus from managing to actively inspiring a team. This isn’t about overseeing operations and finances; it’s about creating a culture where every team member feels driven to excel and contribute their best.
As the Chief Inspiration Officer, Jack embodies a leadership style that motivates his team through shared vision, purpose, and enthusiasm. He recognizes that his role is not just to tell people what to do but to help them discover why they do it and what they can achieve while simultaneously delivering an Ultimate Customer Experience.®
A Culture of Inspiration
This shift in leadership perspective fosters a culture where inspiration infuses every level of the organization. It encourages employees to think creatively and to strive for more than just meeting quotas or targets. It creates an environment where innovation thrives, and success is measured not merely by numbers but by the positive impact and distinctive contributions made.
When my favorite bartender, Jaimie Werling, announced he was moving from Indianapolis to Scottsdale, I suggested he contact the Fairmont. He’s now been there for several years – and tells me constantly that he continues to be inspired by Jack and his fellow leadership team. This resort attracts the best – like Jaimie – because they inspire.
The Ripple Effect
When a leader like Jack Miller emphasizes inspiration, it sets a precedent that extends beyond his immediate team. It conveys to the entire industry that leadership is not about maintaining the status quo. It’s about challenging it, growing, and constantly finding new ways to stand out and create distinction.
The Takeaway: Be the Best FOR the World
Jack Miller’s evolution from General Manager to Chief Inspiration Officer is more than just an interesting anecdote. It’s a lesson in how leadership can—and should—evolve to meet the unique challenges of today’s world.
If we want to lead teams that are not just efficient but exceptional, not just productive but passionate, we must lead through inspiration.
Jack’s example serves as a beacon for any leader aspiring to create distinction within their team or organization. It’s a reminder that titles and roles are flexible, but the core principles of leadership remain. Leaders inspire, elevate, and bring out the best in those around them.
May we all strive to be Chief Inspiration Officers in our respective fields, for it is the path to true distinction and enduring success.
Unfortunately, many businesses still fall short when it comes to delivering an Ultimate Customer Experience®. Because of this, they not only suffer in terms of retaining customers, but they also lose out on the referral business that can group their company. I’ve been on a crusade for over two decades to move organizations to this high standard – yet the vast majority still are not hitting the target.
Even as businesses all over the world are currently spending billions on enhancing consumer experiences, there are still several reasons why this is the case.
The top four are as follows:
Lack of training: Many team members are not properly trained on how to interact with customers. This can lead to misunderstandings, frustration, and even anger.
Automated systems: Automated systems can be helpful for simple tasks, but they can also be frustrating when customers need to speak to a human being. The challenge is that when it’s difficult to hire quality employees, and the cost of good team members has risen, more organizations are shifting to this approach.
Long wait times: Customers do not have the luxury of waiting for hours on end. If they can’t obtain assistance right away, they’ll probably go somewhere else to do business. Wouldn’t you?
Unhelpful employees: Some employees are simply not interested in providing good customer service. They may be rude, dismissive, or even incompetent. And some of younger generations may not expect the types of experiences we want them to deliver. We can’t presume our team can deliver an experience they cannot relate to receiving.
When customers have a bad experience, research shows that they are likely to take their business elsewhere – even if it’s only been a single negative encounter. They may also share their negative experience with others, whether in person with friends or online with the world, which can damage a company’s reputation.
What can businesses do to improve their customer experience? Here are four tips:
Train your employees: Make sure your employees are properly trained on how to interact with customers. This includes teaching them how to be polite, helpful, and understanding.
Use human beings: Don’t rely too heavily on automated systems. Customers appreciate being able to speak to a human being when they need help.
Keep wait times short: Customers don’t have time to wait on hold for hours. If you can’t resolve an issue quickly, offer to call the customer back as soon as possible.
Hire helpful employees: When hiring new employees, look for people who are friendly, patient, and eager to help.
In addition to the above, businesses can also improve their customer experience with these three steps:
Making it easy for customers to do business with you: This includes having a clear and easy-to-use website, offering multiple ways to contact customer service, and providing clear and concise information about your products and services.
Personalizing the customer experience: This means understanding your customers’ needs and preferences and tailoring your interactions with them accordingly. For example, you can use customer data to send personalized emails or offer special promotions.
Going the extra mile: This means going above and beyond what is expected to make your customers happy. For example, you could offer a refund or replacement if a customer is not satisfied with their purchase, or you could send a handwritten thank-you note to a customer who has made a large purchase.
By following these tips, businesses can improve their customer experience and boost their bottom line.
The goal of my forthcoming book, “The Ultimate Customer Experience® — Five Steps Everyone Must Know to Excite Your Customers, Engage Your Colleagues, and Enjoy Your Work,” is to provide in a concise and compelling form the primary steps that EVERY employee must integrate into every customer reaction.
One major automotive company just purchased over 1000 copies to present to frontline employees. This is the book that each team member should read to provide a baseline for every customer interaction.
“The Ultimate Customer Experience®” will be released in two weeks – but you can pre-order now! Go to https://UltimateCustomerExperience.com for all the information.
