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!
Your frontline staff who answer the phones or field service professionals and technicians, are a few of the many roles that make up your front line staff. Your front line staff is a crucial part of your business since these employees are your first line of communication with your customers. How they interact with customers […]
Read MoreCon artists get hired all the time. I don’t mean a true swindler in the harshest sense. Rather, a person who claims to have more knowledge or skill than he or she possesses. Has this ever happened to you? You know who I’m talking about … When the person interviewed with you, he or she […]
Read MoreHave you ever tried to communicate a task that needed to be completed by an employee, co-worker or fellow committee member on your team? Sometimes the frustration of miscommunication, lack of understanding, non-completion of tasks or not achieving the results you want, can affect the success of the project, business and team. We all know […]
Read MoreHow many different excuses can you come up with to describe why you can’t achieve the experience you want for your customers? We seem to have gone overboard in our efforts to include every type of excuse ever thought of in modern times. Aren’t we all, customers? Aren’t we buying products or requesting services or […]
Read MoreWhat is this “Great Resignation” all about? What’s happening here? In my opinion, a couple of factors are driving this dramatic transformation in how your employees view and approach their work life. You may have noticed, quitting can be contagious. When your workers think about jumping ship, they don’t just assess their own pay, benefits […]
Read MoreDo you ever wonder if some small businesses can ever deliver good or even average customer experiences. I do. In fact, I actually believe that there are more good customer experiences being delivered every day than there are bad experiences. However, I’m like almost everyone who shops, dines and spends money. I don’t remember the […]
Read MoreI am a sponge when evaluating and researching customer behavior and how it affects the customer experience. Partucularly when it comes to helping my clients and small businesses. In fact, I recently hosted numerous consumer focus groups for my clients, to obtain important feedback and knowledge about their customers to evaluate how their business […]
Read MoreAre you struggling to find good candidates with the right talent for your business? The pandemic has certainly changed a lot for small businesses, including the challenge to attract new talent and what a new generation of potential workers are looking for regarding employment. Ten years ago, Google, Facebook and Amazon ruled the workplace design. Companies worldwide shifted […]
Read MoreIn the past twenty years, I have been working with companies and small businesses helping them create a Disney-like culture by tackling the factors impacting employee engagement, organizational change and team culture growth. There has also been plenty of research to support my coaching, including recent research by Gallup, which found that almost 85% of […]
Read MoreIt’s never easy dealing with an upset customer. How many times does it seem like someone is just looking to find trouble? However, complaining customers are most often just looking for a solution to a problem or something that is frustrating them out of their normal experience. If you provide an excellent customer experience, go […]
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