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!
Do your employees or people on your team do just enough so they don’t get fired? Sound familiar? Do they just seem to be giving minimal effort? Can you imagine if the employees at Disney just gave a minimal effort? What would the Disney experience look like if their employees and fellow team members just […]
Read MoreHow many businesses do you know treat their employees as well as their customers? In fact, do you take your employees for granted? We all have worked for companies in our lifetime that took us for granted and how de-motivating was that for you? Are you that kind of business or boss? When I speak […]
Read MoreCustomers get upset. They get upset for lots of reasons. There will be situations where the customer is angry and totally wrong. There will be many more times when they are upset for a good reason. The one thing you can count on is that when they get upset there is a good chance they […]
Read MoreWhen helping my coaching clients deal with challenging customer problem situations, I often tell them that their customers will help solve most of those problems if you let them. I explain that one way you can move forward towards a problem resolution, as well as show sincere concern and sensitivity to your customers, is to […]
Read MoreA recent survey indicated, also true with my existing coaching clients, that businesses that invested in customer experience strategies, reported higher customer referral rates and increased profits. Customers expect more from their interactions with you and your business. They will advocate for you and recommend your business to others when you deliver a memorable emotional […]
Read MoreHave you ever wondered what makes a manager or supervisor the most effective? I believe the quality of relationships will make the biggest difference in a leader’s success. Yet, what I have found, through coaching my clients and their teams, is that most managers receive little guidance when it comes to building and maintaining healthy […]
Read MoreMany of my clients and audience members ask me how to get more referrals. Well, first ask yourself if your business is a referral based business. If not, it is never to late to start. To begin building a referral based business, you must start with looking at the service and experience you provide to […]
Read MoreWe all have experienced situations where the service, product or experience did not meet our expectations. In fact, many of these experiences were just awful and certainly left a bad taste in our mouth. So much so, that we would never return, buy again and make sure we tell others to do the same. What […]
Read MoreDuring many of my keynotes, training programs and while coaching my clients, I often ask them a simple question. “How much of your revenue comes from current customers?” Is it 50%? 80%? Wrong!!!! A full 100% of your revenue comes from your current customers. These are the people who buy from you now. Prospects can’t pay […]
Read MoreI recently had a conversation with one of my coaching clients who asked the question: “How can we achieve an edge and advantage in order to retain customers and not have them jump to the competition.” A very wise question since keeping existing customers is five times less expensive than finding new ones. I asked […]
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