Great customer service is ultimately marketing and marketing is about the human experience. Sometimes it’s about connecting on an emotional level and sometimes it’s thinking about something the customer has not yet thought about, but it is always about connecting at an emotional level. I live client experience everyday, looking for new ways to wow customers turning them into evangelizing advocates.

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Four ways you are screwing up your personal branding

Everything you say and do impacts your personal brand. I should know, I've screwed up many times with things I've said. Email - You are either not using your out of office auto responder at all or when you do, it says something like this one…

Three ways to respond to "no"

We are faced with "no" everyday. Consider one of the following three responses next time someone says no to you. 1. Is there a part of my request you would be willing to say yes to? 2. Under what circumstances would you say "yes"? 3. You…
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how to build trust.

  It's not that I am afraid he is going to steal my wallet. But I do not trust him. It's not that I am afraid he is going to talk about me with malice behind my back. But I do not trust him. In fact, it's that I do not have…
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The Peacock in the poison grove

There is an ancient Buddhist text that describes the peacock's ability to survive eating poisonous plants and even poisonous snakes. According to the text, the peacock neutralizes the poison, then uses it as a nutriment to create it's colourful…
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Building credibility in a noisy world

How to build credibility In my experience both in my business and personal life credibility is built through meaningful and consistent follow up. Follow up is often thought of in relation to sales, "did the sales rep follow up?" But follow…

Worst things to hear during any type of business transaction

One of the worst things to hear during any type of business transaction, be it at a restaurant, checking into a hotel or buying a car is “sorry, I’m new here.” I recently asked our waitress at an upscale restaurant if she could recommend…
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The two ease of service excellence

I've always believed that empowerment was the essential ingredient to fantastic customer service experience. If a service provider is either naturally an empowered person or has been trained and given permission to be empowered,  stand…