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The 6 Stars of Leadership

Over the last few years I have been focused (borderline obsessed) with honing my leadership skills and abilities. If you were to look through my library, this would be a very apparent area of interest. There is a plethora of literature on the subject, and an equal number of opinions about do’s and don’ts as

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Sell the Dream

ARE YOU PAINTING A PICTURE OF SUCCESS WITH YOUR LEADS AND CUSTOMERS? Customers don’t really care about features and benefits, they care about their problems and how they can solve them. In other words, what’s going to make their life and/or business better? In my world, we get lots of questions about price, and many

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15 AWESOME Customer Retention Strategies that Work

This post and content is courtesy of www.helpscout.net. I’ve snipped my personal favorite top strategies, but you can also check out the full list here. 1. Utilize positive social proof. While negative social proof (“Nearly 90 percent of websites don’t use heat mapping software!”) has been proven to dissuade customers rather than encourage them, numerous

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Screw up… It’s okay.

Screwing up sucks. It actually sucks really bad sometimes. But the majority of screw-ups are not the end of the world. Learn from the mistake, move on, and be a little bit better tomorrow. I’ve always struggled with the realization that I’ve made a mistake, significant or not. More times than not, the thought of

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Are you a hedgehog or a fox?

In Jim Collins’ best seller ‘Good to Great’, he talks about something he and his team of researchers refer to as ‘The Hedgehog Concept’. Here are the core ideas in this gem: Hedgehogs simplify a complex world into a single organizing idea, the basic principle or concept that unifies and guides everything. It doesn’t matter

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3 Important Circles You Should Understand

I often refer to Stephen Covey’s Circle of Influence and Concern when faced with challenges. Likewise, I often encourage others to take a similar approach when their concerns seem to lie outside both the circle of control — the small inner circle — and the circle of influence — the slightly larger inner circle. Let

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Mind Push-Ups

Multi-vari analysis, statistical process control, Chi square, Type I errors…….Phew! Over the last two months I’ve been studying to take the Six Sigma Green Belt Certification exam (CSSGB). If you’re not sure what six sigma is, go to http://bit.ly/YZ2Wt3 to learn about it ;) The purpose of this post is not to teach you about six sigma, though.

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Customer Retention Starts Now!

Customer retention is widely known as that desperate, last ditch effort to save an unsatisfied customer from taking their business elsewhere. This is reality folks. We work so damn hard to find new customers day in a day out, and it’s only in those final moments that we realize the importance of the customers that

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Surprise and Delight the Starbucks Way

Mocha-frappa-latte-whatever. We don’t go to Starbucks for the $6 cups of coffee. We go because they are so good at creating an enjoyable, creative, and memorable customer experience. And they are so damn consistent. Want to know how they do it? You’re in luck. Joseph Michelli reveals the coffee kings fundamental principles in the book

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Think….Then Speak.

We are all blabber mouths. 98% of people like to hear themselves talk, so they do a lot of it (fake statistic for entertainment purposes). Too often, however, we talk too soon. We are all prone to knee-jerk reactions that make us blurt stuff out that might not be as precise or effective as we

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