Picture your mom. Picture her life. Picture her face. As you serve your customers and affect their lives, picture how does that have an impact …
Guiding Principle #1 Customer experience mindset What you can learn from Sephora’s customer experience mindset: Think of your company more like a lab than a …
Being oversubscribed is the way for you to do your best work and spend more time with your existing customers than endlessly chasing new ones. …
Yes, a Unique Selling Proposition (USP) is important but what’s equally important is a talk trigger. The problem with USP is that almost every company …
Kindle | Hardcover | Audiobook Competition in business used to be down the street. Today, with the rise of the Internet and social media, competition …
Among the luxury space, Ritz-Carlton hotels regularly rank the highest in guest satisfaction, and it has won the reader polls as the best luxury hotel …
At Disney, there are no employees. There are cast members who are living by Disney values and delivering extraordinary customer service and making the world …
Most businesses think they’re providing exceptional customer service while, customer satisfaction levels across many industries hasn’t improved for decades. Eighty percent of companies say they …
All businesses are H2H. Forget B2B and B2C…. Business is about people selling to people that will be used by people. Sadly, most businesses are …
Your Culture Is Your Brand Culture and brand are two sides of the same coin. Get the culture right, most of the other stuff including …
