John's "Magic Minute"

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!

Shopping at Small Businesses Are Still Magical

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Do you prefer to shop at local small business verses a shopping mall? In a recent study by credit card giant Mastercard Inc., who tracks purchase patterns, consumers seem to be shopping closer to home. The study also found that spending growth at mom and pop businesses has outpaced that of the big chains in the past two years. Of course, we all know that more and more people are shopping online today. However, when they are not shopping on line, people are seeking personal connections, advise and a more positive customer experience. Something they say is lacking at national retailers and big box stores. Consumers seem to want to shop small. Big chain stores still account for the majority of shopper’s purchases. But many shoppers are skipping the big malls in favor of local neighborhood hardware stores, bookshops, grocers, boutique shops, restaurants, specialized retail stores and coffee shops. Most consumers are willing to pay higher prices too for that personal attention and small time, mom and pop business experience. So what are you doing to today to capitalize on this trend? Here are a few tips that will separate you from the big box stores, malls and even online... Read More

Identifying Your Customer’s Emotions Are Magical!

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Did you know that customer emotions influence over half of your Customer Experience? However, just knowing customers are emotional doesn’t help your business. You need to know how to use this information to improve your business outcome and experience. How your customers feel about their experience is the most important factor to your Customer Experience success. Certain emotions result in the achievement of your business goals. So how do you determine which emotions you want your customers to feel?  It is important to know the level of your customers’ emotional engagement with you. People feel emotions in your experience whether you planned for them or not. However, I often share with my clients that in order to create successful Customer Experiences you need to spend some time finding out what customers feel and when they feel them. There are three simple factors you need to consider in the creating an emotional response from your customers. Stimulus, Response, and Effect. These will help you know what motivates the customer and how customers act as a result. Let me share with you and explain what I mean:         1. Stimulating the Customer:  What you do that encourages the... Read More

Having a Competitive Advantage is Magical!

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What is a competitive advantage?  A competitive advantage is when your business is viewed by your customers as providing a higher value than the product or service of your competitors. Certainly, having a unique product or service is one way, but can and will often be easily duplicated by a competitor. However, to create loyalty, your customers also seek an emotional connection with you. This can be a major advantage and competitive edge to differentiate your business from the competition.  The emotional connection that your staff and business create will give you an advantage over the competition to deliver what your customer really wants. Not just having a different product or service. Every business should know what their advantages are.  Let’s ask and explore these questions: What advantages do your products or services have over your competition in the marketplace? Which of these advantages create a compelling reason for customers to do business with you? How do your create emotional connections with your customers? What are you doing to insure continuous, never ending “memorable” experiences to your customers as to not become stale and to differentiate your business from... Read More

Obsession For The Customer Is Magical!

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Do you and your staff have an obsession for customers? Constantly thinking of how your customers perceive their experience as well as having employees obsessed in making sure their experience is memorable is an important link in making the customer experience magical in any business or organization. The sensations that create a magical customer experience are usually established through people on the front line of any business. For many customers, front line employees, might be the only physical contact that they have with your business. This will leave your customers with either a negative or positive impression of you which could lead to future business opportunities with that particular customer and others. In my keynotes, workshops and coaching, I share with my audience and clients that in order to increase their business and create customer loyalty, the business, all leaders and the entire staff must have an obsession with customers. So how do you know if you and your staff have an obsession with customers? Ask these questions. Does your business think “customer” whenever you make a decision or new policy? Does your customer feel better served that expected? Does... Read More

Leading Teens In The Workplace Can Be Magical!

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Many of my audiences and coaching clients often ask me questions and advice on supervising and managing teenagers in the workplace. In many businesses, such as fast food, retail, grocery stores, banquets and recreational businesses, hiring teens has been the norm if not the main source of staffing. Of course this can be very challenging. However, teenage employees can be very valuable assets to a business if you know how to train and coach them to be successful. Here are a few tips to help you when hiring and managing teens in the workforce: Hiring and Recruiting: Young people can demonstrate responsibility in the extracurricular activities that they take part in at school. Ask for referrals from coaches and teachers that you may know or when visiting schools. Good traits to look for are being captain or member of a sporting team, coaching young ones, president or officers of school clubs and community organizations or volunteers at their religious organizations. These roles can indicate leadership, initiative, dependability, punctuality, confidence and good personal communication skills. When interviewing them, try panel interviews to see how they interact with others.... Read More

Last Impressions Are Magical!

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What causes your customers, clients, members, guests or patients to want to continue to do business with you? What do you do that sticks out in their minds and makes them want to come back and see you, contact you again or continue to give you their money? How do you want your customers to feel after they have had contact with you either in person or over the phone? What do you want them to say about you and how do you want them to describe their experience? Just as first impressions are memorable, so are last impressions. In many of my seminars, keynotes and workshops, I often ask my audience these particular questions: 1. How do you want your customers to feel after they have had contact with you or a member of your team? 2. What do you want your customers to say about you, your business or staff? 3. How do you want your customers to describe their experience with you? Then I ask the audeince; “What do you think your customers responses would be? Would they be the same or different?” After the exercise, many are faced with a sobering reality and wonder if there is a big gap from what they want the customers answers to be compared to what actually takes place during... Read More

Relationship Experiences Create Magic!

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All businesses, whether they provide a service or sell a product are really in the relationship business first. To whatever degree, all businesses and service has the opportunity to form a relationship. Even if it is an online transaction or if the service last only a few seconds, like the initial greeting of a customer, the immediate response when dealing with customer problems or even providing a short compliment to a customer. Over 70 percent of guests at the Disney parks are repeat visitors with many being multiple visits. What is interesting is that many have come to call parts of their visit as “my favorite park”, “our hotel”, or “my restaurant”. It is almost as if they have taken ownership of the park or resort hotel and pride that comes along with it. Guests have created a bond and a relationship with certain parts of the park, hotel or employees who are connected with them. This makes them ambassadors and will share their experiences with others. This is why building relationships are so important to Disney. It costs an average family nearly $1,500 per day to visit yet Disney makes it a business decision to build relationships with... Read More

Understand Your Customer’s Fears

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Sometimes people’s real needs have little to do with logic. They are usually emotional instead. It may be that people who contact you or come in to your business are unsure of what they really want. They may be afraid of the buying or servicing process. Many customers are confused by product claims. When it comes to getting their cars or appliances serviced, they feel very inadequate in communicating with the service advisers or repairman. When I work with my clients in the Auto Service repair industry and conduct training programs for their sales and customer service staff, we focus on listening and asking the right questions. The biggest challenge that they had in the beginning in listening to their customers, was a gigantic problem they seemed unaware of at the time. The simple fact was that customers are terrified of the car servicing experience. The goal of my training for any business, is to learn how to ask sensitive questions that will get the customer to talk about their fears.  When a new customer, comes into your business they are usually closed, suspicious and defensive. Try to come around the counter, introduce yourself, sit in a chair in the waiting area if... Read More

Researching Your Competition is Magical!

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When was the last time you thought about your competition or did  a little research on them? If you haven’t in a while, you can be rest assured that your competitors are probably thinking about you more than you think you’re thinking about them. This leads to an interesting question you need to be asking yourself about the competition. “How different is our business from our competitors?” In the big scheme of customer satisfaction. customer care, value and the experience, who is better? You or your competitors? In what area do your competitors beat you? What areas do you excel over them? Price? Location? Size? Availability of your products? Convenience? Reliability? Responsiveness of your staff? Guarantees? 24 Hour Service? Friendly, knowledgeable and courtesy staff? Cleanliness? Easily accessible and the list can go on. How are you different? How are you the same? Don’t take these questions or answers for granted, assume you already know them by heart or think your customers don’t care. In the day to day operation of your business, it’s sometimes easy to forget the things that your customers or competitors are thinking about you. I offer... Read More

There Is No Loyalty When Everything Looks The Same!

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on just want to try someone else.” Why did my client’s customer leave his business? To give another business a try and see what else is out there. To my client’s customer,  his business looked the same as everyone else. Yes my client did deliver on his promise to satisfy the customer. What he failed to do was differentiate his business in a way that created an emotional connection with this customer. When I asked my client to tell me more about the relationship he had with this customer, I discovered that this customer was never contacted or sent a thank you note for years. He unfortunately assumed that because he was delivering good service and the customer never complained that his client was satisfied and would be loyal. Satisfied yes! Loyal not so much. The customer probably left because they did not feel appreciated or respected. My client neglected to touch the customer’s emotions. Today, focusing just on customer satisfaction will no longer result in customer loyalty and give you a competitive edge. In the eyes of your customers, every product or service looks the same. When that happens your product, service or business is just a commodity and your... Read More

What Are Event Planners Saying About John

Amazing! I have been attending conferences for over thirty years and can’t remember one that grabbed my attention more than John’s. I strongly suggest that we have John back again.

– George Bell, Regional Director, Fort Sill National Bank