Are Great Customer Experiences > Efficiency?

I visited my bank recently – yep, I’m one of those people who still like face to face interactions. I needed to do more than an online transition would allow and the visit inside allowed me to observe an interesting dilemma facing customer service professionals today. I was there during the lunch hour; there wasContinue reading “Are Great Customer Experiences > Efficiency?”

Leadership Lessons at 12,000 Feet

There’s nothing quite like the Colorado Rockies in the winter.  I recently had the opportunity to spend a few days skiing on Copper Mountain.  It was quite cold but the views were beautiful.  Since I don’t ski regularly, I typically take a lesson on the first morning to get my ski legs back under me. Continue reading “Leadership Lessons at 12,000 Feet”

33 – Your story matters w/ Jason Elkins

Connections matter.  In today’s marketplace, customers want a relationship with you.  It’s more than selling goods and services.  When customers feel that connection, relationship begins.  And that relationship creates loyalty.  In this episode, Jason Elkins with 100 Cups Consulting shares some insights to help you learn to tell stories that can change your business. EpisodeContinue reading “33 – Your story matters w/ Jason Elkins”

3 reasons broken records are only good in sports

Pick your favorite sport and you’ll find a record fellow athletes strive to break.  For example in baseball, Cal Ripken Jr’s streak of 2,362 consecutive games played is the most in major league baseball history.  And the NHL’s Wayne Gretzky had 1,963 career assists, which equals more total points than any other player has accumulatedContinue reading “3 reasons broken records are only good in sports”

What is your customer service domino effect?

Dominoes.  Remember the childhood game designed to gain points by placing matching tiles end on end?  Or perhaps instead you spent hours creating the perfect sequence only to tap the end tile and see each domino topple one after another in perfect precision. The latter is today’s focus.  And a recent business trip inspired our story.Continue reading “What is your customer service domino effect?”