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 love to observe how employees and small businesses commmunicate with their customers as an outsider? If you are like me, I become aware of the enormous impact communication has on the overall customer experience and business success. Effective communication is no doubt at the center of a memorable customer experience. If a small business […]
Read MoreDo you consider yourself an open-door manager? Do you make yourself available for your employees or do you just offer lip service? Are your employees comfortable coming to you with questions and concerns? When employees approach you with a question or for help, you’re bound to encounter some sticky situations. How you respond to employees […]
Read MoreHave you tried curbside pickup lately? Did you find that your experience was sometimes good and or sometimes bad? In other words, inconsistent. Since the pandemic, the most competitive service model in the e-commerce space, has been the curbside pickup. Almost all businesses had to create and implement some sort of curbside pickup in order […]
Read MoreLet’s be honest. Mistakes happen. How you handle them makes all the difference. One thing that fustrates me and I am sure it frustrates your customers as well, is getting the customer’s order wrong. Like I said, mistakes do happen but it’s never easy to swallow. When a customer places an order, it means it […]
Read MoreYour customers may not always be right, but there’s a price to pay when your business doesn’t take care of them. In today’s business world, greeters stand by entrances next to hand sanitizer stations offering disposable masks to customers. Signs around stores encourage shoppers to wear a mask, avoid sampling products and stay six feet apart. Outside, customers are assigned designated parking spots for pickup services.
About a year into the pandemic, businesses across the country have made
Read MoreAccording to Gallup’s Survey report, 65% of employees are not engaged at work. What was once viewed as a problematic trend is now common among many small business workplaces. Poor employee engagement environments results in less productivity, less creativity, greater absenteeism and higher turnover.
Now more than ever is the time to create an employee engaging environment. Especially after what all of us and our staff have gone through during these recent challenging times.
Read MoreWhen this pandemic struck, small businesses that had quickly shifted towards the importance of empathy and human connection were more successful than others. Messages of comfort and positive support assured customers and employees that they were cared for during so much uncertainty
Your customers expect you to deliver exceptional experiences no matter what is happening. In fact, customers often need better experiences when they are dealing with disruption or uncertainty.
Read MoreAs a small business, you know that on line reviews are more important than ever. Presently Google currently hosts the most visible reviews on the internet. More reviews means more leads, more sales, more SEO, and ultimately, more revenue. “86% of consumers are willing to write a review” The good news is that getting high-quality […]
Read MoreThe events of the past year have forced many small businesses to make drastic changes in how they run their business. Whether you are a retailer, a telecommunication business, a financial service, restaurant, brick and morter shop provider, reinventing the customer experience was one of the cornerstones of small business success for companies across most industries.
This new reality has changed the way people…
Read MoreAs we begin the New Year, I always recommend to my coaching clients to take a look at their customer journey. What does it look like and can it be improved? If you run a business, and you’re looking to improve sales and build your brand or business, you should consider looking at your customer journey and think about what your customers go through while doing business with you. Why? Because unless you’re keeping your customer in mind every step of the way, you could be missing out.
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