Yep, there IS an “F” word in business, and it’s FEELINGS. And I want you to start using that word often. The “F-Factor” in business is the feeling factor – the way people feel about working for and doing business with you. The customer experience is the sum total the feelings evoked as a result of any interaction at any touch point in the organization. It’s based on the customer’s perception of the value delivered, tangible and intangible.

Can You Use the “F” Word in Business?

Yep, there IS an “F” word in business, and it’s FEELINGS. And I want you to start using that word often.   The “F-Factor” in business is the feeling factor – the way people feel about working for and doing business with you.   The customer experience is the sum total the feelings evoked as a result of any interaction at any…

Articles, Blogs, Customer Happiness, Customer Loyalty, customer satisfaction, Happiness at work, Tips

Before I write anything these days (with the exception of a rant when I get poor service, which is driven purely by emotion at the time) I check in with what you want to learn from me about caring for customers, leading a high performance team and creating more happiness for yourself and others.

Are You Dealing Positively with Conflict?

One recurring theme is dealing positively with conflict. I thought I’d tackle that topic today since I was recently challenged myself to do just that.   Here are 12 ways to deal more skillfully and positively with conflict.   Adopt a Win/Win intention. We live in a competitive culture. We want to “win,” but in the competitive…

Blogs, Conflict, Creating Customer Happiness, Creating Happiness, Customer Experience, customer satisfaction, Employee retention, Empowerment, Happiness at work, Tips