Sales or Service, You Decide

Is your organization sales-centric or service-centric?   Typical responses sit somewhere on the fence, “We want to provide the best service experience while maximizing every sales opportunity.”  Nice, but it is important to decide because it will influence the experience your customers have and the decisions your organization makes. One quick and easy way to discern … Continue reading Sales or Service, You Decide

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Stop with Band Aids. Fix the Real Problem.

There is so much talk these days about improving the customer experience and it is probably warranted.  Think about it, how is your typical experience?  I find it pretty average and lacking in what makes me want to advocate for a business.  Only once in a while do I come across an experience that makes … Continue reading Stop with Band Aids. Fix the Real Problem.

Rowing together for the people on the shore.

Imagine people in a rowboat where each is rowing differently, perhaps wanting to go in different directions.  The boat doesn’t really move anywhere, or at best, moves in fits and starts going slightly one way and then another.  In addition, the people in the boat are most likely showing signs of frustration with each other … Continue reading Rowing together for the people on the shore.