It is hard to have a positive relationship with someone you don’t trust. When you don’t trust someone, it’s hard to believe they have your best interests at heart. Without trust, there can be no true partnership. The thing most of us don’t realize is that trust issues affect more than just our personal lives, they impact our business relationships as well…. Read More»
“It’s never about the best product, and always about the strategy”. Indeed, it’s always about searching for the best strategy to deliver a cohesive, well defined product. Well, while this is largely accepted, our work with some of the most celebrated companies in the world has uncovered that the opposite is also true. In other words, that it is always about searching for the best product to execute on a well-defined strategy.
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Want a great customer service experience? Start with the Employee Experience. In the case of Wells Fargo, employees felt the need to stiff customers. Why? Because in order to hit bank-dictated performance targets, they had to achieve goals around numbers of new accounts opened. But here comes the catch. Wrong or right, employees felt they needed to do anything they could, including lie or cheat, to meet these targets. Even if it meant defrauding the customer…. Read More»
Most customer service relationships do not end with a storm of sound and fury. Most do not end in a fit of dissonance or a caustic conflict. Most companies “vanilla” customer service to death. It is death by indifference, monotony, and negligence. When someone asked my wife the secret of our 50-year marriage, she quickly said, “We got married, but we never quit dating.” Customer relationships are like that as well. They thrive on a rich flavor of engagement, like Neapolitan or spumoni, not plain vanilla…. Read More»
Service works when it enriches the exchanges. Customers feel valued when the service provider delivers something special to the encounter. But generous must be coupled with conscientiousness or it turns contentment into caution. … Read More»
Companies now tell me their prospective customers ask about the culture. They want to know what it’s like to do business with you before they pull the trigger. So okay, a deck that clarifies your culture is useful, but don’t copy Hubspot’s. You need your own and it needs to be authentic. So there’s some pre-work you need to do…. Read More»
Barbaro was the 2006 Kentucky Derby winning horse. He came into the race undefeated. And, his margin of victory—six and one-half lengths—was the largest margin in over sixty years. A heavy favorite to win the Triple Crown, he shattered his right hind leg two weeks later at the Preakness after he false started, and ultimately […] Read more… Read More»
In 2000 the movie Pay it Forward made that very phrase part of our regular vocabulary; it is now common knowledge “what paying it forward” means. Not so common is the idea of “Serving it Forward,” but if you consider the following it will be crystal clear. The movie Lawrence of Arabia won the academy […] Read more… Read More»
The beautiful new Fairmont Pacific Rim hotel on the waterfront in downtown Vancouver, BC was truly enchanting. My guest room had a spectacular panoramic 21st floor view of the Salish Sea. But, the best feature was displayed on the high tech, industrial strength work desk — a circular box of Pick-Up-Sticks, an antique yoyo in […] Read more… Read More»
Truth is a gauge on the face value of our dealings. It is “cross your heart and hope to die” feature that leaves us not needing to look over our shoulders or double-check the numbers.
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