Customer Experience Tag

Ray Massie is someone I’ve known…well, almost forever!   We were at Franklin College in Indiana together. And, when he was the top radio personality at WCSI in Columbus, Indiana, he was kind enough to recommend me for an on-air position with the station that helped me pay my way through college.   Ray has gone on to a highly successful career in broadcasting, leading several of the top...

Read More

In today’s virtual marketplace, you must implement new ways to stay competitive. Keep in mind you not only compete for product sales – you compete for your downline’s time, energy, focus and commitment.   Consider your Team. Are they as productive as they could be? Do they have the initiative or skills to produce spectacular sales? If not, then it's time for a team tune-up.   If you provide...

Read More

Last night, Tammy and I bought tickets to see a comedian who was headlining in Vegas. He was in a casino’s showroom for the weekend, and we figured his Sunday night performance would be the easiest of the weekend to obtain the best seats. He’s one of Tammy’s favorites from the “Blue Collar Comedy” channel on Sirius/XM, and we were ready for a great evening...

Read More

Sad…but, true.   The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful. A recent post by Michael Callahan makes a couple of important points about it.   Quoting a commentary from Jay Goltz in the New York Times, managers believe they can save X% by cutting back staff and reducing service. Guess what happens? Customers...

Read More