The Five C’s of Effective Execution Pay a Key Role in Superior Customer Service. To have mastered these five measures means that you have mastered the way to superior Customer Service which will produce results for your company! …
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Productive Failure: We Learn By Doing
We learn by doing. Think about the basic skills you’ve acquired in life. You learned to walk by pulling yourself up, turning loose and taking a step. You fell the first time, but you got up and tried again. Each…
Tagged with: Dr. Nido Qubein, goals, learn by doing, learn from failure, learn from mistakes, Success
Strategic Discipline is Crucial in Turbulent Times
“Nobody sings solo,” was our CEO Eddie Carlson’s favorite line when he was our leader at United Airlines and I was the group vice president of marketing. On my office “wall of fame” are names of leaders and mentors with…
Five Daily Tactics to Keep Your Customers
Customers are fickle, demanding and opinionated. Keeping your customers loyal, satisfied and saying positive things about you is crucial. There are plenty of things that must be done via your technology, people and processes to make your culture customer focused.…
Raise Your Spirits and Boost Your Success
Until I began researching happiness at Harvard, I thought that if you just worked harder, you’d be more successful, which of course would make you happier. But my research showed that formula doesn’t work. Every time our brain records…
A Magical Example of Fascinating Customer Service
My daughter Azalea recently had minor surgery. Everything turned out just fine, but ahead of time she was a little nervous. Specifically, she was concerned about being wheeled away from me, into the operating room. Enter… The Bubble Parade! To…
Can Self-Destructing Content Improve Communication?
Scott Klososky
Posted in Communication, Scott Klososky, Social Technology/Social Media, Technology, Uncategorized
If you have no idea what Snapchat is, I urge you to load it on your mobile device and try it out. This application is sweeping through the teenagers of the U.S. and seems to be the next darling of the…
The Leadership Genius of Abraham Lincoln
Abraham Lincoln really was born in a log cabin. The fact that he went on to become President – and to lead the country through the most difficult period of its history – is truly remarkable. It’s even more amazing…
Persistence & Discipline: Lessons from Super Bowl XLVII
My 15 years on the field as an NFL official have provided a different perspective on this game which now attracts world-wide interest. I was fortunate to officiate two Super Bowls, VI and XII. I remember those two games,…
3 Effective Social Media Strategies to Drive Sales
Social technologies provide a powerful collection of marketing tools, and they are inexpensive compared to other forms of marketing. Companies including Starbucks, Nike, Pepsi, Dell, Dirt Devil, IBM and JetBlue have already seen tremendous results from social marketing methods, and…
Tagged with: customer intelligence, eword-of-mouth marketing, marketing, Scott Klososky, viral video
How To Avoid Communication Barriers
Successful salespeople learn to recognize and overcome barriers to communication. There are two types of such barriers: those arising from the environment and those stemming from the hearer’s resistance. Environmental Barriers Those arising from the environment include: – Distractions –…
Time to Renovate Your Customer Focused Culture
Creating a customer-focused culture requires strategy and constant review. January is a time for resolutions, goal setting and organizing. Take the time to apply these same disciplines to your customer focus. I suggest going as far as renovation and retrofitting.…
The 6 Gold Hallmarks: How to measure if you are fascinating
Is your company fascinating? Are you? Here at Fascinate, Inc., we use 6 criteria to evaluate our clients. Here, we’re sharing an abbreviated version of our master tool. Think about yourself, and your company. How do you compare to this checklist…
Once You Start..Finish It …Never Give Up
It is October 20, 1968, Mexico City, The Olympic Stadium. The time, 7:00 P.M. The closing ceremonies had just been completed. The spectators and athletes were gathering their belongings to leave the stadium. Then the announcer asked them to remain…
10 Tips to Stay Committed to Your Fitness Resolution
Mind Over MattressSince I continue to perform on the pommel horse frequently when I speak (and because people who are remotely good at math realize my Olympic experience was quite a few years ago), I’m constantly asked what my fitness…
3 Ways Positive Intelligence Leads to Success
In July 2010 Burt’s Bees, a personal-care products company, was undergoing enormous change as it began a global expansion into 19 new countries. In this kind of high-pressure situation, many leaders pester their deputies with frequent meetings or flood their…
Six Steps to Making Great Decisions
Our lives are the products of our decisions. If we make good decisions, we’ll prosper. So how can we be sure that we’re making good decisions? It’s a lot like making a casserole: You find a good recipe and you…
Empower your Employees for Real Results
Organizations serious about creating a customer focused culture have spent time studying Zappos. Zappos has developed an unusual approach to serving customers and building loyalty. They have redefined empowerment. Team members have the ability to spend time on customer calls…
10 ways to fascinate (and win!) over the phone
Every phone call is an opportunity. If you engage and fascinate your listener, you’ll earn a new advocate. But if you fumble, you’ll weaken their impression of your value. You need to earn their attention, and you need to do…
Tagged with: Fascination Advantage, How to Fascinate, phone sales, sales calls, sales success, Sally Hogshead
Is Technology Addiction Really Bad for Us?
There seems to be a built in negative filter for most people when it comes to the concept of humans being dependent, or “addicted” to technology. They assume that anytime people are unnaturally attached to a device, there must be…