The internet era has HURT customer experience. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” Are you interested in improving your company culture, employee engagement, and customer experience? Are you interested in improving your company culture, employee engagement, and customer […]
I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. The latter is paying lip service to actually building a customer experience […]
Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company […]
On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization.
Before the end of the year, we spend time building our marketing plans, setting our operating budgets and creating strategic plans to drive our business forward. One thing that I believe our companies and the public are getting better at, is understanding the importance of customer experience. Just look at all the content that is […]
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. When I read Bob Iger’s book […]
Watch this quick video to learn my two GOLDEN RULES on gift-giving and how to WOW your friends, co-workers and team members this holiday season.
I’d imagine that the person you settled down with in your personal life took the time to get to know you before making any jumps in your relationship such as moving in together or buying your first home. You asked questions to understand if the person was right for you to determine if you had […]
Learn how to use Net Promotor Score to reform company culture, improve customer satisfaction and grow your business.
I’m going to suggest something that may contradict what you think my beliefs are in growing a successful business. If you want high employee engagement, you can’t hire employees and expect to launch initiatives or strategies to increase their engagement.
