Guilty as Charged – Seeking Consistency
While I have never considered myself a social media expert – I do know something about the importance of consistent experiences. That said, on the social media front I would rather not get a report card. I am certain that in the comments section of a social media grade report I would see words scrawled…
Connecting People to a Culture of Connection
In an interview recently, I was asked what is the biggest “small detail” business leaders overlook today. How would you answer that question? For what it’s worth, here’s my response: “I think many business leaders fail to teach their staff that true success hinges on emotionally engaging and not merely satisfying customers. Few leaders inspire their…
Do you want return calls from sales prospects? Focus on the personal!
I’ve long championed a simple truth “all business is personal.” That’s why I believe customer experience is as much about relationship building as it is about product and transactional excellence. A recent study conducted by Reachable powerfully demonstrates the criticality of relationship building when it comes to gaining access to make sales. Here’s the big payoff…
More to Business than Money!
My mother often exhorted me to appreciate that “if I couldn’t say something nice, I shouldn’t say anything at all.” I typically adhere to that motherly wisdom and it has served me well. On this occasion, however, I have to sidestep Mom’s sage input. Spirit Airlines, a low-fare, no-frills, air carrier based out of Ft…
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