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…

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What Are Your New Year’s Intentions?

  Ever notice that the very first sentence we say to each other at the very first moment of a New Year begins with “Happy”? Yep, 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…

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What the Hell is Heliotropic?

We just moved through an incredibly challenging year.   It’s the most toxic one I’ve ever experienced. Perhaps you feel the same. Hacking, haranguing and a harrowing election cycle has put a damper on happiness for so many.     Knowing I was going to write to you today, I sat over the weekend, tapped…

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The Answer is Yes. Now What was the Question?

That’s the title of a workshop I did years ago for a big international bank in NY. We were trying to get the customer-facing people to loosen up just a little and lead with an open mind before automatically saying “No,” which so many bankers had been trained to do. I know. That’s where I…

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The Customer CARE Credo

There’s never been a time when great customer care mattered more than it does now. While the economy is growing and consumer confidence is getting better, the customers who are buying have scores of choices of where to buy and how to buy.  And now, almost every product and service out there has been “commoditized”…

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Your Customers Do WHAT?

Pick up any business magazine today and (finally) there are some frank discussions of how you make your customers (and employees) feel and the importance of deliberately creating positive emotions in the experience. The more companies understand that the better we all will be. As consumers and as suppliers.   Feeeeelings.. it’s all about the…

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