Thinking Ahead.

Lessons in Living & Serving Fully {Infographic}

Understanding Success Habits {Guest post by Ariel Banayan}

There’s one real truth that we all have to accept in order to place ourselves on the right path to success. We ARE our habits. Our lives are comprised of the sum total of the things we do on a daily basis , not the things we do sometimes . Once…

Through the Mirror of Your Customer

Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being…

Through the Mirror of the Customer Experience {Infographic}

The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy…

Predictability in an Unpredictable World: Consistency and the Power of Brand

Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to…

Predictability in an Unpredictable World {Infographic}

How to Lead a Rising Star {Guest Post by Mike Figliuolo}

Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). You can learn more about Mike and the book at the end of the post.…

Which Should Come First?

th Did you hear the one about the employee who was about to be recognized for his 20 year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality !…

Which Should Come First? {Infographic}

Why Companies Need to Bring Mobile Technology to the Marketing Table {Guest Post}

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a…

Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine' "Best Companies to Work for" list?

How to Create a Successful Customer Loyalty Program

th Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news.…

How to Create A Successful Customer Loyalty Program

5 Things Service Professionals Should ALWAYS Say…

Recently I created a blog and infographic titled “5 Things Service Professionals Should NEVER Say.” After those materials were published, a client noted that she hung the infographic in one of her break rooms, to remind her team of some “words to…

5 Things a Service Professional Should ALWAYS Say...

Service Professionalism – Neither Scripts Nor These 5 Gems

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.” Given my naivete, I took to my task by…

5 Things a Service Professional Should Never Say {Infographic}

Soliciting and Using Customer Feedback: Learning Without Annoying

Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service…

Effectively Listening to Customers: Learning Without Annoying {Infographic}