Are Great Customer Experiences > Efficiency?

Are Great Customer Experiences > Efficiency?
I visited my bank recently - yep, I’m one of those people who still like face to face interactions. I needed to do more than an online transition would allow and the visit inside allowed me to observe an interesting dilemma facing customer service professionals today. I was there during the lunch hour; there was a line of customers waiting to be served; and there were only two tellers behind the counter.  To my delight, a woman from an adjacent office saw

Leadership Lessons at 12,000 Feet

Leadership Lessons at 12,000 Feet
There’s nothing quite like the Colorado Rockies in the winter.  I recently had the opportunity to spend a few days skiing on Copper Mountain.  It was quite cold but the views were beautiful.  Since I don’t ski regularly, I typically take a lesson on the first morning to get my ski legs back under me.  Dennis was my instructor.  And while his teaching was instrumental to me while I was wearing skis; the leadership applications really stuck with me.  Dennis

33 – Your story matters w/ Jason Elkins

Connections matter.  In today’s marketplace, customers want a relationship with you.  It’s more than selling goods and services.  When customers feel that connection, relationship begins.  And that relationship creates loyalty.  In this episode, Jason Elkins with 100 Cups Consulting shares some insights to help you learn to tell stories that can change your business. Episode Notes 100 Cups Consulting got its start as Jason met 100 business leaders over

3 reasons broken records are only good in sports

Pick your favorite sport and you’ll find a record fellow athletes strive to break.  For example in baseball, Cal Ripken Jr’s streak of 2,362 consecutive games played is the most in major league baseball history.  And the NHL’s Wayne Gretzky had 1,963 career assists, which equals more total points than any other player has accumulated in the history of the game.  And for swimmers, Michael Phelps makes this list for winning 14 Gold Medals at the 2012 Olympic

What is your customer service domino effect?

Dominoes.  Remember the childhood game designed to gain points by placing matching tiles end on end?  Or perhaps instead you spent hours creating the perfect sequence only to tap the end tile and see each domino topple one after another in perfect precision. The latter is today’s focus.  And a recent business trip inspired our story. If you tried to travel west on April 14th you likely encountered flight delays.  It was one of those terrible storm days an