Insights
Ideas & Strategies to Stand Out and Earn More
Your day shouldn’t determine your customer’s experience!
Ups and downs. Ebbs and flows. Good days and bad days. We have them all because we are all human. The problem is, our best days might be our customer’s worst – and vice versa. That’s why consistency in the delivery of the experience has to be of primary importance for...
Leadership and the Customer Experience
The past two weeks for me have been spent Down Under working for my wonderful client, Volkswagen Group Australia. As I’ve met with many great folks – from those working in dealerships in Tasmania and New South Wales to those in the call center in the home office – I’m...
Over dollars for dimes
In a program I was conducting yesterday here in Sydney, Australia, I heard about a customer who had purchased a $90,000 automobile, only to find the battery in his key fob wasn’t working after only ninety days. “No big deal,” the customer reportedly thought, “I’ll...
Should Everyone Get a Trophy?
As I stood before the audience that represented a group many have considered entitled and spoiled, it was impossible not to be impressed with how seriously they were taking the message being offered to them. Here I was, before a couple hundred of the “everyone gets a...
Do you REALLY care about your customers?
If I would do a survey of the readers of this blog to ask the question, “Do you care about your customers?” -- my wager would be about 100% would enthusiastically answer in the affirmative. Perhaps a significant reason for such an overwhelmingly positive answer is...
Build trust. Go BIG.
An executive with Carreker Corporation, Robert Hall, wrote something in 2002 that has stuck we me all these years: “Every time a major company creates distrust through its actions with customers, it erodes the level of trust that customers have with all of their...
