To Be A Good Leader, First Be Human*

Dear Subscriber, As you may know, I am known as the “champion for the human” so the following articles really touched me: One of my favorite activities is to flip through old photo albums with my daughter, poking fun at outdated hair styles and clothes. As...

Webinar January 23rd

Dear Subscriber, Start the New Year off right.  Take care of your employees so they can take great care of your customers. First Call Resolution:  Exceed Customer Expectations with Superior Service – Live Webinar January 23, 2013 For more information and/or to...

The One-Minute Change That Will Transform Your Company*

Dear Subscriber, Reminds me of K.I.S.S. – Keep It Super Simple: We talk a lot about major pivots–but what about minor ones? Here’s how one small piece of pivotal behavior can change your company for the better. Behavior is the mirror in which...

4 Ways To Wow Your Customers With Excellent Customer Service*

Dear Subscriber, Great article: It started, as it usually does, with an unusual customer request. In the case of Jia Jiang, the request was made at Krispy Kreme for a set of specialized donuts fashioned to look like the five interlocking Olympic rings from the store...

Are You Adaptable?*

Dear Subscriber, Following is a great article by Tony Alessandra: Find out how adaptable you really are. People with adaptability are both flexible and versatile. Of course, our level of adaptability can be stronger in some situations than others. For example, we tend...

The Elements of a Superior C-Sat Survey*

Dear Subscriber, Greg Levin’s detailed take on C-Sat surveys follows: Every day, thousands of people “enter” your contact center. While you hope that 100% of these people receive stellar service and have a wonderful experience, there’s only about a .003% chance...