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!
The 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.
Read MoreWe all know that this pandemic has really affected small business in all communities. With the many locked downs and Covid-19 restrictions in place, it has been very difficult for small businesses in your community to survive. Small businesses are the very fabric that make your community and towns unique, special and profitable. Buying local helps sustain and grow jobs too. Part of what makes your community unique is your business vitality which is due in part to those small businesses.
Read MoreWe all know your business has certainly changed over the past six months. So have your customers. Every person who buys from your business has been through the same degree of COVID-related confusion and turmoil. Many have emerged with different consumer behaviors than they had before.
Just how different are shoppers today than they were before the pandemic? Research will tell us that consumers have migrated to online buying, become more attached to businesses they trust, and unfortunately have reduced their buying frequencies. The good or bad news is that these changes are not going away, either. In fact, they’ll probably be part of the next normal.
Read MoreHave you ever been in a morning rush and stopped by a small business to run in and make a quick purchase only to find the closed sign was still up? Pretty frustrating right? Well, that recently happened to me.
I was in need of a special battery for my wireless microphone that I had to have for a virtual workshop I was presenting that morning. I hopped in my car and drove to the nearest small business electronic store ( I always prefer shopping at a small business), to make the purchase. When I arrived, I looked at the time and glanced down at their business hours on the door. They were supposed to be open at 8:00 a.m.—it was 8:10. I’ve shopped there a few times before at the same time of day, so this was very strange.
Read MoreI think everyone will agree that 2020 has presented challenges for all of us, not the least of which is wondering if businesses and our lives will ever return to normal. It’s been tough sometimes to be grateful for much, considering what is happening all around us. But I read an article written by one of my favorite mentors and author, Harvey Mackay and I wanted to share some of his thoughts with you as well. Harvey shared this statement from someone he spoke to in the article.
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