I take it that you clicked on this video because your company is using Net Promoter Score. I’m also going to assume that you spent a considerable amount of time and resources building the program, launching it and then heard crickets after you sent the survey to your customers because your response rate was low? […]
Companies of all sizes collect information on their customers. Whether it’s contact information or tracking buying behaviours, we are constantly collecting data purposely or indirectly. Sometimes these intended motivations can be used harmfully to violate privacy. Take Uber’s “God View” as an example. But, what about the companies who use their data collection to better […]
Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. Today’s video is solely focused on your customer service employees – whether you’re in hospitality, operating a call center, retail, real estate, trades or whatever – your customer service […]
In December 2016, I went on a 3-city speaking tour with LJ Hooker (Australia’s largest real estate company). This video shares the strategies and tactics that I believe real estate brokerages and agents could use to improve their company’s customer experience. If you require a keynote speaker for an event, conference or workshop, I […]
I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. However, I knew it was time to begin doing it for myself […]
I believe marketing can improve your company’s customer experience. Keep reading this blog post to learn why I believe this and how to do it. I’m writing this post while on a plane returning to Toronto from New Orleans (I’ve spent the last three weeks here working with a premium auto manufacturer). While working with […]
Companies, across many different industries and sizes, all have marketing budgets. Most of these businesses allocate a considerable amount of their budget to traditional marketing efforts and, as of recently, have been investing in digital strategies. But what about investing in customer service stories? Or, as some may refer to it as, storytelling marketing. You […]
I’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me.
Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days. In this post I will outline what peer […]
