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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Positive Culture is the Ultimate Competitive Advantage

Think about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you?   But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…

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I Fell into a Negative Spiral Down the Rabbit Hole

It’s hot out there.   Of course it is. It’s summer. In Florida. I just got in from a hot fast walk. I don’t usually walk that fast unless I’m trying to outrun a feeling I don’t know how to deal with, or need to shake an answer out of myself.   This time it…

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Choose Happy! “Neurons that fire together wire together”

I know you have heard me say that before. Just in case you forgot, I thought I would remind you. If you’ve ever wished you (or your business) could be happier it’s an important thing to remember.   What does it mean? It means you can train your brain to be happier. The more you…

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What Makes You Happy At Work?

  Years ago my former boss told me that the easiest way to break the ice at networking meetings and cocktail parties was to have a question to ask. Sounded like a good idea, since I found myself shy in those situations. For years, “What makes your customers happy?” was the question I asked. I heard…

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