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 have had the privilege of managing and leading teams at two different Five Star hotels in my career. They were both challenging and rewarding. Setting the expectations at the highest level for our guests as well as employees helped me understand the value of creating a magical and memorable customer experience. One of the […]
Read MoreProviding a “Magical” customer experience is not a choice or a luxury. It is next battle ground where businesses will be won or lost. The customer experience can win you many new leads, referrals and customer loyalty or you can go broke depending on how the experience goes. While spending time reviewing and evaluating many […]
Read MoreHow often do you come across a situation as a customer where you wonder if the employee dealing with your situation even cares about you or your needs? Have you ever called your insurance company about an accident you just had and the agent is more interested in getting all the details to complete the […]
Read MoreI recently presented a training program for the Beaver Creek Ski Resort staff in Colorado. If your not familiar with the Beaver Creek Resort, they are known to be the “Best Luxury Family Ski Resort” in the world. From my experience with working with their leadership team and employees, I can see why. They provide […]
Read MoreNow that the Holiday shopping season has come and gone, many wonder just how long the small business brick and mortar shops can continue to survive in the online shopping world. Headlines in the last few years have convinced us that online is killing brick and mortar and that Amazon and others are taking over. […]
Read MoreAs you begin a new year, developing a customer experience strategy for your business has never been more important. Every business benefits from a positive customer experience. Whether you are a small business, mom and pa business or a large company, creating a magical customer experience strategy will improve your bottom line. Think about this. […]
Read MoreAlthough it has been over 30 years since I first joined the Disney Company, I still remember the introduction to the Disney culture that I received starting on the very first day I arrived. It was powerful. Many of my clients are facing the challenges of employees leaving or failing to live up to the […]
Read MoreWe all have been told that we should always love our customers when providing customer service. Our goal is to make our customers happy. We are all here to serve, to solve problems and to care. All that is certainly true in order to have a successful business. It should be fun for all of […]
Read MoreAs many of you know, I am pretty busy on the road speaking at conferences and events throughout the U.S. and abroad. Those who attend my events tell me that they love seeing my energy and passion. I just love it! Speaking and training gives me the opportunity to provide my audiences and clients with […]
Read MoreWe all know that if you provide a negative experience to a customer, not only are they more likely to tell their friends and colleagues, they may abandon you for a competitor. The good news of course, is the opposite is also true: When you provide positive experiences, customers will choose your business and tell […]
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