What is the elusive “next level”?
We often hear a business leader or entrepreneur talking about taking something up to the "next level." Professionals frequently use the phrase when discussing organizational improvements or achieving professional growth. In other words, the "next level" is generally...
The Disease of WADITW
"We've always done it that way." This phrase ("WADITW") is a primary enemy of change and innovation. It's why many companies and leaders are stuck in the past, unable to move forward and improve the customer experience. A crucial aspect of "we've always done it that...
Why more businesses are focusing on an “Ultimate Customer Experience®”
In today's market, customers have more choices than ever before, and they're not afraid to switch brands if they're not happy. As every business strives to stand out from the competition, an increasing number are now turning to the customer experience as their...
The Way It Used to Be…
At a recent conference, an executive told me that she used to be a general manager of a Walmart store. She related that the training she received was from former members of the inner circle of founder Sam Walton. She then had a dreamy look and said, “Those were great...
Are You Over-selling?
It can be tempting to oversell our products and services in today's competitive world. But this approach can backfire, making customers and prospects want to avoid you altogether. This aspect has always struck me as slightly ironic, as no person wants to be around a...
We Need More Kindness and Respect
At a time when our world seems increasingly divided and fraught with conflict, it is more important than ever to be kind and compassionate toward one another. Whether interacting with customers or colleagues, friends or family members -- or even total strangers -- we...