An Unexpected Gift at an Unexpected Time

Posted on 28. Dec, 2006 by in Attitude, Business, Creativity/Innovation, Customer Service, Leadership, Remarkability

Unfortunately, two weeks ago, I caught the flu.  But fortunately, by Sunday afternoon I was well enough to watch one of my all-time favorite movies, "Finding Forrester," with Sean Connery as Forrester (the mentor) and Rob Brown as Jamal Wallace (the mentee).  In the middle of this great character movie, there is a moment when […]

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Everybody Matters to Your Image

Posted on 19. Dec, 2006 by in Branding/Differentiation, Business, Customer Service, Leadership, Remarkability

Though I’m loathe to using Starbucks examples (after all, my customer service keynote is entitled, "Beyond Starbucks, Southwest and Nordstroms: Creating and Delivering Remarkable Customer Experiences for the Rest of Us), I do have to share one this week–though it’s not really about Starbucks. The other evening I was having dinner with a friend who […]

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Never Use Technology When a Human Touch is Required

Posted on 07. Dec, 2006 by in Branding/Differentiation, Business, Customer Service, Leadership, Remarkability

Do you get a warm fuzzy when your car dealer sends you an automated birthday card with an imprinted signature? Or when your internet connection goes down, are you thrilled when you’re greeted by an the automated voice diagnostic system?  Or when you call a company or organization, do you experience a WOW when you’re […]

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