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What is More Important: Hiring or Training?

Posted December 10, 2014 / No comments

John DiJulius is an expert on creating amazing customer experiences. Learn more about him at www.thedijuliusgroup.com This topic is probably the oldest and biggest debate in Customer service. What is more important: How well you hire, or the training and culture you bring your new employees into? While both are very important, 75 percent is

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I Expect Improvement. Not Hype.

Posted December 9, 2014 / No comments

A blog I read recently posed the question “Would you buy laundry detergent because it said ‘new and improved’?” My answer was “No.” Hype never impresses me. So why do I buy the detergent that I buy? Because it works. And it constantly gets better. Mine got better by switching to pods. If it hadn’t,

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5 Friends: The Great Restaurants

Posted December 9, 2014 / No comments

For 25 years, The Five Friends have spent the bulk of their lives in hotels, airports and restaurants.  While they have much in common both personally and professionally, one of the things they love most is great food and a great dining experience.  If you travel and find yourself stuck in a city without a

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The Tortoise and the Hare

Posted December 4, 2014 / No comments

In my business there are legions of people who dream big dreams, plan epic projects, and spend all of their time promoting their latest brainstorm to change the world. They are quick and fast and go to one or more “shortcuts to success” seminars each month. They kick up clouds of aspirational dust as they

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“You Were Right, We Were Wrong”

Posted December 3, 2014 / No comments

“You were right, we were wrong.” This is a guest blog written by Seth Godin, who is one of the best business thinkers in the country.  Check out his blog at sethgodin.com. – Joe “You were right, we were wrong.” This is the most difficult sentence for companies that stumble in doing effective customer service.

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The Big Lies That Are Hurting People That People LOVE To Believe

Posted November 25, 2014 / 1 comment

From Mark Sanborn: “You can have it all.” No, you really can’t. Some of the unhappiest people I know are those who bought into that whopper. They lack priorities, choose uncomplimentary or conflicting values and wear themselves out pursuing every activity. Try eating all you want and keeping your weight at a healthy level. Try

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The Battle for Relevance

Posted November 10, 2014 / No comments

You and your business are more likely to become irrelevant before you ever become obsolete. Blackberry is a great example. Its market share for smartphones was 40% in 2010. It is less than 2% today despite an 85% growth in the number of annual smartphone sales. Blackberry didn’t lose market share because it stopped working.

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Customer Driven Growth

Posted November 4, 2014 / No comments

Connecting Customer Experience And Business Growth If you want to grow your revenue, grow your business, then take a look at your existing customers. That’s your engine to drive growth IF you are intentional, strategic, and tactical about creating customers experiences that create customer recommendations. HTC recently ran a TV commercial featuring the British actor Gary

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What’s Right and What’s Wrong With Our Role Models Today?

Posted October 28, 2014 / 1 comment

From Larry Winget: Role models are nothing more than a reflection of what we value. When we value honesty, integrity, doing the right thing, morals, good parenting, leadership and hard work, we will have role models who exemplify those values. Since we instead value fame, celebrity, being pretty and living an ostentatious life style those

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Customer Driven Growth

Posted October 15, 2014 / No comments

Connecting Customer Experience To Business Growth Make no mistake, this is the most powerful idea in today’s marketplace… “Customer recommendations are the number one driver of purchase decisions.” – Forbes Magazine Today, everyone “gets it” that the reality of the internet has made word of mouth – customer recommendations – more powerful than ever before

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