Two steps to enhance your business with better employees
This coming week is one of my favorites of the year. We start the Ultimate Business Summit with a Wednesday night reception at the Luxor on the Strip in Las Vegas. While the participants in the program tell us that it has significantly enhanced their success in...
Better than it’s ever been
Imagine for a moment being in a large room with almost 1,500 professional speakers! Try to envision how much energy — and maybe even ego — that you’d find in a gathering of people who talk in public for a living. That’s what I’ve just concluded this past week: the...
Storytelling
As I’m writing this on my flight to Sydney for a series of meetings there and in Tasmania, this is also preparation time for a new program I’m launching at a large event for financial service professionals next month. After talking with them about some of my past...
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...