Be the Chief Hug Officer and Hug Your Customers


Have you ever seen an angry customer who becomes even angrier because they’re not getting what they want? It’s an emotional storm, a tornado that pulls everyone into its funnel, including  any customers who are watching.

Those watching feel awkward and just want to leave … not a good thing for your business or an exceptional customer experience . The angry customer may have started out rational but has lost control of their emotions and more often than not, it is company policies that turn them and the situation into this nightmare. Continue reading “Be the Chief Hug Officer and Hug Your Customers”

Customer Experience Begins or Ends with Leadership

Still, to this day, Dale Carnegie has said it best, “People do not leave companies. They leave bad managers!”

It is proven painfully true that bad managers cause low productivity, high employee turnaround, and poor customer experience, all costing companies billions.

Successful companies recognize that a great customer experience begins with a great employee experience. Being customer centric is built on being employee centric. It is impossible to have deliver an exceptional customer experience unless the people taking care of your customers are happy. Continue reading “Customer Experience Begins or Ends with Leadership”

Why “I’m Sorry” are two of the Most Powerful Words for a Customer Experience

I suspect that no matter who you are, if someone has wronged you, the first two words  you want to hear are “I’m sorry.” But for some people, “I’m sorry” are the two hardest words to say especially in today’s world of business and customer service.

In personal relationships, there are complex psychological reasons why it’s hard to say I’m sorry so this article focuses on the business customer experience.

Learning how, why and when to say “I’m sorry” will almost guarantee defusing a bad situation and allow you to take control of it. You can also apply this to not-so-critical situations and win hearts. Continue reading “Why “I’m Sorry” are two of the Most Powerful Words for a Customer Experience”

Affirmations for a Winning Customer Experience Attitude

If you are in a front line customer service role,  success, surviving requires cultivating a strong mental attitude. So, how do you adopt a winning attitude of experience excellence that helps your career success and in your life?

Positive affirmations are at the core of countless motivational books but to many people they seem like nonsense.  So why are so many books dedicated to promising so much by doing something so simple. They seem hokey, right? But again …  Why do so many profess to the power of positive affirmations?

The theory is really quite simple: You ARE what you think.

Continue reading “Affirmations for a Winning Customer Experience Attitude”