Blog

Good communication is not a natural skill — in business or otherwise. Our human instinct is to react with emotions and ego first, concerned with how a situation will impact me, and not to consider the impact on others. Excelling at communication means reversing course...

Ah, mid-year. Time to check in on those 2022 goals you set last winter. You’ll have plenty of reasons why you are where you are, good or bad, and for my money the best predictor of success is how your customers feel about you. Customer experience rankings describe how...

When you think about a speech or presentation, you probably think first about  what gets said. Of course, it’s critical that our words match the message we are trying to get across. The whole experience for our audience, though, includes not only what we say, but how...

The warm weather has arrived and many of us are ready for that summertime frame of mind — longer days, more outdoor activities, and a relaxed pace of life. For some businesses this season is slower but that need not cause concern. Cyclical ups and downs are normal and...

There are eternal truths about employee ❤️ , things have always been true and are magnified now, during this so-called Great Resignation. The first is that employees don’t leave jobs — they leave managers. The second takes this idea a bit further and...

The world today is a customer service nightmare. Supply chains are strained, even interrupted, causing product shortages and delivery delays. Patience wears thin in even the most understanding customer relationships.  Empathy and compassion are always important...

Years ago in Westwood, California, a mother and daughter owned a retail store that sold personalized gifts. Customers could purchase gifts and jewelry that could be made unique and more meaningful with the simple addition of a name, date, or even color scheme. Before...

Turning customers into Lustomers™️, building a relationship that’s loyal and lasts, is more challenging in a technology-first world. The number of choices available for any one product or service makes it easier for customers to switch providers without...

It probably has not escaped your notice that Valentine’s Day is approaching. Hearts, candies, lace…so let’s talk about love. What’s love, after all? When you feel “love love,” you want to make the other person is happy and be happy alongside them. You aim to build a...