Creating differentiated, personalized customer experiences is a top business initiative for most organizations. Executives know that when exceptional experiences are delivered, they distance themselves from their competitors. The reverse is also true. When things don’t go well, the negative brand impact on your company has greater potential for damage that goes far beyond … [Read more...] about Does Your Sales Experience Deserve a Star Rating?
As a new member of a non-profit board, the chair recently asked all of us to complete the Everything DiSC Work of Leaders assessment. Having completed a number ofassessments through the years – Myers Briggs, DiSC, Hermann Brain Dominance, Strengths Finder, Emotional Intelligence 2.0 – the results were no big surprise. As Popeye would say, I am what I am. Still, I always find … [Read more...] about It's All in the Details
A simple question, I thought. I was wrong. I made a mistake. I apologized. Mistakes happen. It is inevitable. How you handle the gaffe, I believe, is what makes the difference between winners and losers. Passionately believing in doing right by others, I’m pained to know that someone had a business experience with me today that was anything but wow. And the unfortunate irony … [Read more...] about What's the Purpose?