Whether you are in sales, service, leadership or all three, your ability to communicate is key to your success. One of my clients, a company already getting stellar results with their client relationships, wants to take those a notch higher and deepen their relationships even more. If they can do that, and increase their contract [...]

My last tip Feeling A Little Stressed Lately? really struck a chord. So many people wrote in to tell me it came at just the right time. It was a great affirmation for me that it always pays to tap into and follow my intuition. That tip focused on what to do in the moment [...]

I’m just putting my finishing touches on a full day Customer Loyalty workshop for a client, and as I interviewed people in customer-facing positions to uncover the obstacles preventing them from taking “Exquisite” care of their customers, stress was way up there on the list. I don’t know about you, but I’m feeling a little [...]

We all know what we have to do to create the positive customer experiences and long-term loyalty our organizations depend on, right? We’ve been to the trainings, read the books, attended the staff meetings, and have a pretty good idea of the changes we need to make for better performance. But do we DO IT? [...]

I had fun speaking in Las Vegas last week on “21 Ways to Keep ‘Em Happy, Keep ‘Em Loyal and Keep ‘Em Coming Back”. It’s one of my favorite talks. It’s fast, it’s funny, it’s chock full of great ideas and there is literally something for everyone, even in a large group. Even more fun [...]

I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are [...]

Happy Valentine’s Day! I’m so happy this week’s Customer Care Tip falls right on the official “Day of Love” itself. It’s a time when everyone is just a little more attuned to the topic of emotions – a powerful business topic you know I’m passionate about all year ’round! There are probably infinite ways to [...]

Yesterday, just for fun, I did an internet search for “happiness in the workplace.” There were nearly 10 million results, and two million of them featured “happiness in the workplace statistics.” The stats keep rolling in, telling us that for sure, happiness and positivity at work pave a path to customer loyalty and profitability. I [...]

A few years ago I was sitting on a plane bound for Chicago when I found myself in conversation with my seatmate. He was the CEO of a midsize company, so of course our conversation turned to business. He asked me why I was headed to Chicago and I explained I was off to give [...]

The very first sentence we say to each other at the very first moment of a New Year is “Happy”. The very first word we shout as the ball drops is “Happy!” Our very first wish for each other at the beginning of a new year is a wish for happiness. One would think that [...]