customer experience

Sparks -Jul 10, 2019

Reading time – 38 seconds; Viewing time – 1:41 . . . Delivering a series of executive workshops in Southern California recently gave me an opportunity to first visit with my brother. He’s been trying to sell his house for quite a while and I went there hoping to help Read More

New Friend Steve -Apr 16, 2019

Reading time – 39 seconds; Viewing time – 1:23 seconds . . . It’s great to find a new friend, but I’m a bit concerned about my future with Steve. He’s an AT&T chat person and I needed his help logging in to their website so I could explore my Read More

What About Sales? -Aug 07, 2018

Reading time – 32 seconds; Viewing time – 1:09 . . . Question: Is sales excellence a leadership issue? I don’t mean leading a sales team; I mean the actual sales meeting with a prospective new customer. Answer: It certainly is. The world is full of sales people with great Read More

What Do You Do When “It” Happens? -Feb 20, 2018

Reading time – 39 seconds – plus a smidgen; Viewing time – 2:07 . . . I scored a fresh travel horror story recently, but this post isn’t about my lousy experience. It’s about how the airline first created it and then made things worse. Twenty-five minutes before departure the Read More

I Was Going To Say Something So Smart -Feb 24, 2017

Reading time – 23 seconds . . . Yes, I really had something special for you. Really insightful stuff that can rock your leadership world. And it will just have to wait for another day. My pal John Howman, TEC group chairman extraordinaire and crafty strategic consultant in Wisconsin, publishes Read More

The Firebrand Hotel -Aug 24, 2016

Reading time: 39 seconds

You lead by example always.

In a Position to Fail -Nov 10, 2015

Reading time – 38 seconds . . . I bought a portable SiriusXM radio to use in my 23-year-old car. After a little use, the antenna began to operate only intermittently, so I called the company to get a replacement. The customer service guy really did his best to help Read More