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!
I often hear from speakers, thought leaders and so-called experts who tell me that people managers will not have any value in the future. It is certainly a provocative claim in my opinion. It may be partially true in some industries as well as partially wrong in other businesses. I would like to share with […]
Read MoreDuring my, coaching sessions, team and leadership training workshops I often ask my clients this question. Do your customers know the difference between receiving customer service from your staff or customer experience? Does it really matter? Do they even care? Great questions to ask your business or organization as well. The bottom line is as […]
Read MoreI truly believe that Customer Experience is one of the most important aspects to grow and scale a business. I have found that most business owners and managers don’t realize their customers don’t really like them, are not very loyal to their business and will actually go to a competitor if the price is a […]
Read MoreFirst impressions are the lifeblood of any business and relationship. The initial engagement is the main foundation and the most crucial relationship focal point for new or potential customers. Can you think back to a poor first engagement you had somewhere like at a restaurant, hotel, convenience store, retail store, or coffee shop. Was it […]
Read MoreWhen you make a phone call or walk into a store, restaurant, dining facility, retail outlet, or medical office, what do you expect? Most of us expect to come across someone friendly and helpful, knowledgeable about their products or services, timely served and to be thanked whether you buy anything or not. Sound right? But […]
Read MoreMany of my coaching clients or participants at my speaking engagements often ask me if there is a magic formular for hiring the best people successfully? Great question. Most managers and business owners struggle with this when they go through the entire hiring process, thinking they have found the right candidate, only to realize they […]
Read MoreWhat if the reason your best people are leaving isn’t about money, titles, or opportunities, but something simple and easy to fix? Just like any business goal is to retain and keep customers, in today’s world we need to also focus on keeping employees. Especially our best ones. Although fair compensation, benefits and working environment […]
Read MoreCustomer service is a transaction. A restaurant server may take your order and bring your food. Drop off the check. Every step was completed. The task was done. A retail clerk may ask a customer walking into the store, “How can I help you today?” The customer says, “Just looking and roams the store before […]
Read MoreGrowth of any business isn’t always about attracting new customers. Taking care of your existing customers so they come back and tell others is how you build a more sustainable business. Many of you know, I am crazed and sometimes even obsessed about the customer experience. Maybe it’s my Disney background or my passion to […]
Read MoreTHE RECRUITMENT EXPERIENCE One of the most frustrating hiring challenges is to nail down whether a candidate will be a cultural fit. It’s a story we’ve heard countless times – the candidate who looked great on paper and cruised through the interview process, but whose promise unraveled within months of their start date. Estimates vary […]
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