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
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.
Back in early August, I watched the NFL Hall of Fame Enshrinement ceremony. I find it inspiring to hear these men who have achieved the pinnacle of their profession speak about how they got there and who helped them along the way. One of the things that struck me was how many times these … Continue reading Winning In Business As a Family
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.