QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media.   Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience. And their best emotional value is in your people’s personalized interactions, not your “cash or credit” business transactions. So, when customers rave about your people, then you should do the same. When ..read more

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote. Therefore, please support me by voting for me at this link https://www.contactcenterworld.com/icv.aspx?nm=12576612… as soon as possible. Whether you do or not, as my friend and colleague reading my blog posts, I very much appreciate you. Thank you ..read more

QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one.   Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?”  Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace that someone who feels it’s not their job with someone who feels it is. Be you. To the customer, you’re not a representative of the company. You are the company. So own it ..read more

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story. On Friday, I was at the downtown CVS Pharmacy sitting in my wheelchair, waiting for my prescription. Meanwhile, a young lady lo ..read more

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you. So let’s get started. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer ex ..read more

From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good. Let’s be GREAT out there!    English writer Samuel Johnson said ..read more

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. Instead, our education classes are interactive. With suggestions, recommendations, and encouragement, we empower you and y ..read more

In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there! #BonneAnnée #BuoneFeste #BuonNatale #EidalFitr #¡FelicesFiestas! #FelizAñoNuevo #FelizNavidad #FrohesneuesJahr #FroheWeihnachten #HappyHanukkah #HappyHolidays #HappyKwanzaa #joyeusesfêtes #joyeuxnoël #MerryChristmas #schönFerien #ShanahTovah ..read more

Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south. I have slurred speech and a dead right side. Aside from that, I am very healthy and hope to fully recover soon. Until then, I have been sequestered at home since being sidelined with a wheelchair. Since my strok ..read more

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. But no more. NOW is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution! Let’s be revolutionary to improve ..read more