Peter Drucker claims that more than 60% of all management problems result from breakdowns in communications. A major study by the Rockefeller Foundation found that 68% of the customers who quit buying from their regular suppliers do so because employees fail…
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4 Strategies to Kick Up your Service Experience
The new year is traditionally the time to re-focus and get serious about goals. For customer loyalty, your customer experience better be at the top of your goal list. Over the last few years, customers have made it clear they…
A Formula for Becoming Smarter in the Marketplace
Being the kind of person that is forced to think big thoughts for a living, I am always on the hunt for new things to learn. It is a knowledge economy after all so the smart people win and…
Do you ever doubt yourself when things aren’t going well?
Many times I have doubted myself when things are not going well and wondered why anyone would want to put their “bets” on me. I would guess it has happened to all of us including Bill Gates and Warren Buffett…
Tagged with: leaders
7 Intelligences: What Does it Mean to be Smart?
Several years ago actors Dustin Hoffman and Tom Cruise made a movie called Rainman. In it Raymond, (Rain Man) the title character was Autistic Savant. He was literally a genius and an idiot at the same time. Raymond’s greatest intellect…
Customer Loyalty can be Surprising
Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage. None of that is big news. I am a member of plenty of these…
The Bitter Consequences of Lagging
Leaders, by the definition of the word, should be out in front of their charges guiding them as to the next move to make, or the next place to go. But what happens when leaders fail to lead? What happens…
Final Chapter – One White Shirt
Many months ago in my weekly email series I wrote one entitled: “Only One White Shirt.” It was the story of Bonnie Whitten, who was my training instructor on the ticket counter, many years ago at Midway Airport in Chicago for…
Tagged with: Gratitude
Cable Companies Forced to Connect
It is a shame that New York City regulators have been forced to get involved in the repair business of cable companies. The city has drafted a contract with the cable TV providers that states: “If the technician fails to…
Creative Leadership
It takes a creative mind to exercise leadership in the 21st century. In fact, it’s not enough for the leader to be creative. The people who are led must also be taught to be creative. If change is the norm for…
Vocabulary (and the Social Quagmire)
OK, I am only going to write about this one time, and then I am going to let it go. I start every presentation I give on social technologies with the same slide, and each time I review it, the…
Tagged with: Scott Klososky
Customer Loyalty Should be Given not Sought
“Customer loyalty is best earned by staying loyal to your customers over time even when they don’t seem loyal to you. Then they always feel connected with you.” ~ Jim Cathcart Motivation expert, Jim Cathcart, author of Relationship Selling, tells how…
First Time Clients Only
It doesn’t get any better than when a colleague sends me her recent customer experience. It is best if I let you hear it from her – “I made an appointment to get my hair cut a week ago because…
Remembering Your Best Customers
In the days when I was CEO at Southwest Airlines, just after airline deregulation, we prided ourselves in having frequent, convenient and low priced service between Dallas Love Field and: Houston Hobby, San Antonio, Austin Oklahoma City, Tulsa, New Orleans,…
5 Ways Technology Improves Our Lives
For some reason I have had these visions popping into my head of the things in life that technology has pretty much erased from the face of the Earth. If you are under 25 years old, this post may not…
Tagged with: Scott Klososky
So What Do Customers Want?
Recent research from the Strativity Group, (August 2009), gives us insight into what seems to be a tough to answer question. What do customers want from their buying experience? Their research found – 1. Quick and Effective Issue Resolution. This…
Tagged with: customer experience
15 Ideas That Will Grow Your Business
Jim Cathcart shares a few ideas to help you grow your professional services business. 1. Notice More. Grow your awareness (of money, needs, expenses, what’s coming, what’s working, where gaps are…). Know where you stand. 2. Give More Than You Have To.…
Who is glad to know you?
Your life is a series of relationships and the more intentional and conscious you are about the formation and development of them, the more likely you will be to reach your goals.Now let’s explore the foundations of this concept together.…
Ten Principles of Motivation
One of the questions I hear most often from executives is “How do I motivate my employees to do the things I want them to do?” The answer is: You don’t! We can’t motivate people. They are already motivated. But…
Your Attitude is Showing
In this marketplace, you can not afford to have a poor attitude showing to your customers. What are your employees saying when you are not listening? I have to admit my jaw dropped when I heard this on a recent…