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!
It seems like common sense that businesses should expect employees to pay great attention to greeting customers. A courteous greeting is an excellent way to make a positive first impression on a customer yet some businesses just take greeting their customers for granted and look at it more as a chore or a bother. Obviously […]
Read MoreOne of the biggest mistakes any business can make to their customers is to over promise and under deliver. It creates a lasting bad impression on you and your business for a long time. Here is a personal example. I needed to purchase a unique gift for one of my clients and chose to get it at […]
Read MoreThere are so many things that impact our customers and their experience. We often try to figure out (and even after you think you know) what to focus on the most to create the best experience for our customers. What part of the experience deserves the most attention? What are the emotions that are most important […]
Read MoreWe all know that being recognized or praised by our managers and peers will help motivate people. Research will show that employees fed a steady dose of praise and recognition focus better on business goals. This same employees will spot new opportunities faster, be more engaged in the success of a business, stay longer and […]
Read MoreThe best way to compete with your competition and drive them crazy is to make your customers happy. To make your customers happy you need to focus on them. If you always focus on your existing customers you may never need to worry about your competition again. “My way of fighting the competition is the […]
Read More“If Disney Ran Your Business What Would It Look Like? During my keynotes and strategic work sessions with teams and businesses, I usually have the audience and participants ponder that question for their business. Most first think about their own experiences while visiting Disney’s Parks and Resorts, or what they have heard about the Disney […]
Read MoreI hope everyone had a wonderful Holiday Season and getting ready for a prosperous and profitable New Year! The question you need to ask yourself is do you have a strategy for the New Year? This is what I have observed are examples of strategies in the business world. Fast food chains across the country, […]
Read MoreI recently conducted a training session for a medical facility call center regarding “How to Make The Phone Experience Magical!” After my training, many of the participants shared with me that other businesses and organizations need to experience my workshop. I was delighted that they enjoyed my program and to hear their comments. We all […]
Read MoreDo 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 […]
Read MoreDid 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 […]
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