Trust me I’m a Doctor

It was a tremendous honor to have received my Doctorate Degree in Humane Letters (hon.) last week during the commencement celebration at the Western University of Health Sciences. I was so impressed with the great work they're doing turning out exceptional doctors with a sincere passion for serving their patients ...
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Customer Service Training Tips

Customer service training that provides sustainable results needs to be customized to the uniqueness of your organization, the types of customers you serve, the channels that you deliver value in both digital and nondigital and you must develop exceptional experiences above the customers expectation at each of the five customer touch points. Customer service training programs that are generic in nature do not deliver sustainable or even meaningful results. Another tip before you began your customer experience initiative is to make ...
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Why we exist

I started only with Michelle after researching the current state of customer experience across virtually every industrial vertical. One thing was clear most customer experiences are bad and despite good intentions most organizations have no bloody idea on how to fix it. Sadly many organizations are sold a one-size-fits-all solution and predictably those solutions fail both the customer and the organization. After more than two decades as a management consultant specializing in enterprise strategy and innovation I stumbled across the ...
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Beyond customer service training

In researching my upcoming book What Customers Crave I discovered several interesting common pitfalls in the area of customer experience and customer service. It turns out that most organizations believe that the key to their customer service success is to train their teams to "be nice to the customer" YIKES! Now keep in mind that these organizations have no formal customer experience strategy, they often have several customer punitive policies and little or no idea who there customers are. It ...
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Why you should use a speakers bureau

As a professional speaker many of my colleagues are shocked that I would suggest that meeting planners use a professional speaker bureau to find a professional speaker. In my 20 years experience as a professional speaker that is listed with all the top speaker bureaus in the world. I have found that a good speaker bureau provides the meeting planner three key benefits. First - they do the heavy lifting to search the world for the best possible and perhaps more ...
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I am honored to be selected as one of the Global Top 30 Gurus on customer service

It seems today that there is thousands of customer experience consultants and firms. Many of these organizations are amazingly good at what they do and yet some, well... not so much. After recently being selected as one of the top 30 Global Gurus it got me thinking. What is a good customer experience advisor? I believe these are the three keys to what it takes to deliver exceptional value to enterprise clients in the development of customer experience strategies, insights and training ...
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How to find a customer service speaker

When it comes to hiring a keynote or conference speaker you have many choices. So how do you select the right speaker for your event? There are three key things you should be looking for prior to signing on the dotted line with a professional speaker. First - is the speaker a true subject matter expert? Seems like an obvious question but most organizations focus on the talk rather than the thought leadership. Audiences are demanding thought leaders that have ...
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Turnaround Tips For an Upset Customer

Over the last three decades, I have developed a simple plan to turn every upset customer into a customer for life. Remember in the connected economy releasing an upset customer into the wild is a really bad idea. Statistics show that upset customers are far more likely to share their bad experience on social and digital networks than happy customers. We also know the impact of negative reviews can be catastrophic as going from a five-star to a four-star yelp ...
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