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 was recently working with one of my coaching clients who was struggling to get repeat business from her existing customers. We started to brainstorm why she was not getting her customers to return and buy more of her products. In fact, she had noticed many of her customers weren’t returning at all and were […]
Read MoreI often think about how the pandemic changed businesses and in particular, how it has changed the customer experience in nearly all industries. We will all agree that customer experience in many businesses that we frequently visit has dropped to an all-time low. Whether it be customers, patients, clients, tenants, guests, or whatever you may […]
Read MoreWhen I am asked to help many businesses and organizations create and transform their team culture, I always emphasize to them that culture isn’t built in a day — but it is built every day. It’s not just shaped by company-wide town halls or glossy mission statements, but by everyday moments, micro-interactions, and the choices […]
Read MoreI am often asked by audiences at my speaking and workshops along with many of my coaching members as to “What really keeps good employees happy at work?” What do you think? Money? Of course, it is important to pay your employees fair and competitive wages. However, the right compensation might keep them on the payroll, […]
Read MoreToday, it appears that it’s all too easy to deliver a poor customer experience. If you don’t have the right training and you don’t understand what your customers’ really want, you’ll find it difficult to keep your customers coming back for more. We have all experienced slow response times, a lack of caring, and low […]
Read MoreIn today’s business world, where customers have seemingly infinite choices and near-instant access to alternatives, how a business delivers are often just as important as what it delivers. That’s where Customer Experience (CX) comes in — not as a one-off project, training initiative or checking the box accomplishment, but as a core business strategy. And yet, many businesses and organizations […]
Read MoreWe all get asked to take surveys sent out by a company whose products or services we have used. Sometimes on a pretty regular basis. You’re probably familiar with these kinds of surveys. Sometimes they pop up on the company’s website, sometimes they show up in your inbox. Many times now as a text message. […]
Read MoreRunning a business and managing employees isn’t about making popular decisions, it’s about you making the right ones. However, how do you get everyone on your team fully on board? Is everyone on your team on board regarding your customer experience and what you want it to look like? Or does your staff and team […]
Read MoreThere is no doubt that using and making excuses are the enemy of progress. Do you or your Leaders allow excuses to persist within your business and maybe unintentionally create a culture of blame and complacency? To be the most effective leader, you must eliminate excuses by fostering a culture of ownership. When leaders and […]
Read MoreDo you know if the customer experience your business offers is really delivering a great experience or is it detracting from your customers and even your employees? We know that today, customers demand to do business with the people and businesses that offer them the best experience. With customer expectations at record high levels and […]
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