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CX Adoption: The MOST important word to get your organization to MOVE
You’re probably thinking to yourself right now that you know what the most important word is for CX adaption. Of course you know what needs to be said to get your organization to ignite...
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How email is making you stupid
Do you think that if you were doing something that was lowering your intelligence you would stop doing it? A good common sense track record? Hmm, well the evidence suggests that we don’t necessarily...
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5 Ways to Increase Customer Empathy
Empathy is one of the 54 Emotional Intelligence (EQ) competencies, but it captures a lot of attention by itself. Just like you, I must ward off the societal influences and pressures to judge people and...
View ArticleWhat Can Dr. King Teach Us About Dreaming?
A few weeks ago I was humbled as I stood at the Lincoln Memorial on the steps where Martin Luther King, Jr., stood in 1963 and delivered the “I Have a Dream” speech. There is an engraved marble step on...
View ArticleWhen Retaining Customers is worse than Defecting Customers
You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And...
View ArticleSuccessful organizations provide 20 percent more coaching
“Successful organizations provide 20% more coaching to staff than companies that perform less well.” -The Forum Corporation The post Successful organizations provide 20 percent more coaching appeared...
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The little mistake costing US companies $41 billion dollars every year
It’s estimated $41 billion of revenue are being transferred between companies in the US each year. And you are probably falling victim to the same mistake that’s costing them BIG. The little mistake...
View ArticleGot it: Horse before Cart and Culture before CX
Life can be so simple. You put the horse BEFORE the cart. You know this! Unfortunately, you are probably engaged with messing it up by adding systems, software and incentives. Why? It’s because that’s...
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Here’s How YOU Make Emotion Your Competitive Advantage
In this ten minute video learn how to harness the component of customer experience that has the largest impact on customer loyalty. Making Emotion Your Competitive Advantage Emotions are what customer...
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50 Incredibly Real Quotes Inspired from Leadership Lessons of Real People
.fusion-fullwidth-1 { padding-left: px !important; padding-right: px !important; }How do you become a good leader? Are you born with it? Is it a talent? Is it a deep technical expertise in your...
View ArticleLeadership – The Strength of Business Growth
Are you a leader moving towards rapid growth? Guest, JIM REMBACH, an Emotional Intelligence Certified practitioner, Customer Experience Expert, strategic and tactical adviser to global CEOs, and Host...
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The Best Manager I Ever Had Hated Me
Over the course of my work life, I have had a few managers that seemed to hate me. In particular, one manager, whom we’ll call “Steve,” seemed to have it out for me. At the time, I wondered if he...
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Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies
Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight...
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Emotional Intelligence Customer Experience Design
The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is...
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99 Employee Engagement Statistics
Sometimes you just need to show people statistical proof of why employee engagement is so important to your business. Even though you may be totally convinced in knowing that engaged employees create...
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Jim Cubby interview at Contact Center Demo
Jim Cubby of Enghouse Interactive shared a few moments with me at the Contact Center Demo and Conference (CCDemo). As the host of the Fast Leader Show Podcast, I have the blessing of introducing the...
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Juliah Ma interview at Contact Center Demo
I had fun with my interview with Juliah Ma of Convoso. At the Contact Center Demo and Conference (CCDemo) you never know what to expect. As the host of the Fast Leader Show Podcast, I get to discuss...
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Troy Parish interview at Contact Center Demo
I found the new and renewed in my interview with Troy Parish of Serenova. The Contact Center Demo and Conference (CCDemo) was the first event for the new corporate identity for Serenova. Formerly,...
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Sarah Reed interview at Contact Center Demo
After many social media interactions, I finally had a chance for a face-to-face interaction with Sarah Reed of Relate by Zendesk at the Contact Center Demo and Conference (CCDemo). I appreciate that...
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Gadi Shamia interview at Contact Center Demo
Do you plan out your objectives before you go to an industry conference? Or are you one of those people that figures it out when you get there? I highly recommend the pre-planning. Gladly, I planned to...
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