As a former Disney Leader and known throughout the Globe as "America's Best Customer Experience Coach" John shares his incredible experiences and 25 plus years of proven success strategies to help your organization create a "Magical Customer Experience" and Disney-like Culture. Learn best practices you can share with your team and apply right away to increase your market profile, beat out your competition, wow your customers, increase employee loyalty and lead an effective team to be more successful in your industry today!
Are you concerned about how to get and keep more customers? Are you struggling to try to keep up with your competition? Maybe even lowing your prices? Are you spinning your wheels and finances with expensive Facebook and Google Ads that don’t work? Creating and building customer loyalty is not as hard or expensive as […]
Read MoreI recently came across an article written by Daniel Johnson a Travel Channel’s Impossible Hotel Analyst, who talked about how the Hotel General Manager used to be the heart of the Hotel and is now fading away. Daniel talks about how once the heartbeat of the hotel, today’s General Manager is too often trapped between […]
Read MoreHow many of you have experienced this same type of customer experience that has you frustrated at the end. I recently contacted a business because I was confused about a bill that I received and its renewal notice. I spoke with an enthusiastic and friendly support agent who answered my questions promptly with the right […]
Read MoreDo you compete on price or experience? Every business must decide where they want to compete in the price wars or the experience wars. I prefer to coach my clients and train their staff to compete on the basis of creating a unique, outstanding and memorable customer experience. Why? Here are the facts: Repeat customers […]
Read MoreI always say that leaders set the tone and drive culture. We know that the behavior of business owners, managers and supervisors can be the most influential of what gets done or doesn’t get done in the workplace culture. During many of my workshops, I teach managers how to communicate appreciation effectively to their […]
Read MoreI work with many businesses and organizations, helping them create and build a better employee experience and winning team culture. This helps increase staff engagement and participation in the buy in for creating better customer experiences. The results leading to a more successful business and vibrant organization. When we begin this transformational journey, we know […]
Read MoreAs a speaker, trainer, and coach, helping Leaders and Teams create a Disney-like customer-focused culture and memorable experiences, I find that there are 4 real factors to creating a culture of customer care and customer success. The problem today with our customers is that is good is not good enough; the bar is being raised, […]
Read MoreI was recently working with one of my coaching clients who was struggling to get repeat business from her existing customers. We started to brainstorm why she was not getting her customers to return and buy more of her products. In fact, she had noticed many of her customers weren’t returning at all and were […]
Read MoreI often think about how the pandemic changed businesses and in particular, how it has changed the customer experience in nearly all industries. We will all agree that customer experience in many businesses that we frequently visit has dropped to an all-time low. Whether it be customers, patients, clients, tenants, guests, or whatever you may […]
Read MoreWhen I am asked to help many businesses and organizations create and transform their team culture, I always emphasize to them that culture isn’t built in a day — but it is built every day. It’s not just shaped by company-wide town halls or glossy mission statements, but by everyday moments, micro-interactions, and the choices […]
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