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!

Courtesy Over Efficiency Is A Strategy For Success

Posted October 7, 2020 by & file under Uncategorized. | 0 Comment

Today, many of you, as well as consumers, are utilizing a drive-thru more often now during the pandemic. It appears to some of us as the safest way to get our fast food. Restaurants with a drive-thru certainly have a strategic advantage in an era of social distancing with some restaurant chains offering drive-thru options only.

In a recent study of drive-thru wait times, the Chic-fil-A chain, remained the slowest among major fast-food brands. Although most wait times have grown during the pandemic, Chic-fil-A, according to the study, recorded the slowest. But Chick-fil-A customers aren’t buying it or simple just don’t care. They continue to give the chain’s drive-thru “speed of service” the best ratings of any of the brands tested. Why is that?

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How to Communicate More Effectively During the Pandemic

Posted September 30, 2020 by & file under Uncategorized. | 0 Comment

Are your employees tuning you out? A recent study during this pandemic found that the percentage of employees who are “psychologically unattached to their work and their company” hit a new all-time high of 47 percent. Information overload during the pandemic, is affecting employees health as well as limiting their ability to carry out their roles.

Does your typical day include email blasts, briefs, zoom meetings, messages, video calls and many other things that tend to make you switch it off if it gets too much? Your employees might feel the same way.

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Magical Ways to Improve Your Customer Experience

Posted September 24, 2020 by & file under Uncategorized. | 0 Comment

Your customers are truly the heart beat of your business. Treat them well, and the rest of your business will flow smoothly. Treat them otherwise, by failing to satisfy their wants and needs, and they have no problem bad-mouthing your business. And guess what, bad-mouthing your business is just the least of your problems when you deliver a poor Customer Experience to your customers, clients members, residents or patients.

In this highly competitive world, customers have no problem jumping on the next moving business train which are your competitors, especially when you don’t give them the best of experiences, or at the very least, equally of what your competitors are offering.

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Are Your Customers Running Out Of Patience?

Posted September 9, 2020 by & file under Uncategorized. | 0 Comment

A “Magical” Customer Experience doesn’t happen by accident. It takes a commitment to learning about your customers and giving them what they want. It is an understanding that the customer experience is a journey and the work is never done. It is also a common vision shared by everyone on your team who works in your business. The goal is to provide your customers with the service and experience they expect, each and every interaction.

Even with the right intentions, the sad fact is that I see businesses failing every day. So what makes one business succeed, where another one doesn’t?

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Two Most Important Components of the Customer Experience During The Pandemic

Posted September 3, 2020 by & file under Uncategorized. | 0 Comment

Many of my coaching clients, as well as other business owners, have asked me if customer’s “needs” and “wants” have changed during the pandemic. My answer to them is absolutely! In fact, customer’s needs and wants are constantly changing and it is important for businesses to be aware of these changes in order to adapt their customer experience accordingly.

The customer experience journey has certainly been affected by the pandemic and the businesses that are the most successful today have

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How You Can Be Different Than Your Competition

Posted August 25, 2020 by & file under Uncategorized. | 0 Comment

The customer experience is set to overtake price and product as the key difference for many businesses. When your customers choose a product or service that you offer, what makes you different? Just because you believe your product or service is better is not enough. You probably know that your competitors are saying the same thing.

The reason why the customer experience is so important in creating customer loyalty is the

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Leaders Need to Communicate More During a Crisis

Posted August 20, 2020 by & file under Uncategorized. | 0 Comment

Today, crisis communication, terminations, layoffs, getting laid off, radical shifts to remote work or no work and revenue and customer losses have certainly been on the minds of many employees and business owners. Not to mention swift operational changes against the constant worry of; is my team going to be okay? Are my customers going to feel safe?

Your usual employee communication strategy goes out the door when your business faces a crisis like we are experiencing today. It is important for every business and team to develop a…

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Is Your Customer Phone Experience Magical?

Posted August 13, 2020 by & file under Uncategorized. | 0 Comment

The current pandemic has clearly highlighted many businesses who care about their customers and continue to provide them with a magical customer excellence. Unfortunately, we all have been exposed to businesses who have not.  If you claim to be customer focused, are you sure you’re truly walking the talk? Particularly when responding to your customer’s needs and wants.

Whether you are walking the talk or not, the pandemic has brought many businesses into the spotlight. Particularly on social media sites like twitter. Sometimes, social media will guarantee a quicker response when contacting your own customer service usual channels often results in nothing.

Today, customers expect…

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Safety Is The New Customer Experience Advantage

Posted August 7, 2020 by & file under Uncategorized. | 0 Comment

Face masks and other safety measures have now become required in all businesses all across the globe. There is no doubt, the safety of the customer is now in the spotlight of the business world. For restaurants, retailers, auto service repair shops, airlines, and more, safety has to be priority number one since lock down began.

The measures taken by businesses, to adopt stringent safety measures in line with Government guidance has led to a different

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Recognition Becomes More Important During Challenging Times

Posted July 29, 2020 by & file under Uncategorized. | 0 Comment

We all know that employee recognition is key to the success of any business or organization. However, there seems to be a lot of room for improvement, particularly now during these challenging times. With many businesses and their staff, having to conduct their businesses differently due to the pandemic, the importance of how and how often you recognize your people could be detrimental to maintaining the positive culture you want to achieve. 

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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