Once in a great while you come across a company that blows your socks off with their customer service and that is exactly what has happened to me over the past few weeks in working with Vanguard investments. What is their secret? Three things: 1. Responsive. I have never had to wait more than […]
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It’s tough to stand out among your competition when you are an online company. But that’s exactly what Chewy, an online pet store company, has accomplished with the use of the personal touch. The first time I ordered from Chewy for my chocolate Lab named Doak, the phone agent immediately turned the conversation into a […]
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It’s that time of year when everyone is busy preparing for the holidays and having to add one more thing to the list can create anxiety. This is especially true if that one more thing to do includes going to the local Tax Collector’s office for a needed license. However, I was very pleasantly […]
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I took ballet from the age of 7 until I was 17 years old. It is a highly disciplined art and I loved it! Dancers spend hours upon hours of perfecting their technique, so that when performance time arrives, they are able to perform at their peak. However, the performance is not just about the […]
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You have been in survival mode for the past seven months just trying to figure out how to rework your business and organization during this pandemic. Now as things are loosening up, you are ready to get back to some of those key strategic initiatives you wanted to undertake before the crisis. Several clients […]
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When the culture within an organization has a strong foundation, it can survive the chaos and tumult that surrounding external factors may be inflicting. Culture supersedes a strategy because culture is grounded in the fabric of the organization. Strategy is typically for the short-term be that one year, five year, or even ten year […]
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Delivering exceptional customer service is a way of life. It is how world class organizations drive every employee to consistently look for ways to offer amazing service. It is a part of their culture that is communicated, measured, and rewarded. Interestingly, exceptional customer service doesn’t have to be something big and outrageous, it can be […]
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Whether you are a restaurant, retail store, bank, university, or other type of organization, the way processes and systems were done in the past will not ever be the same. There will become a New Normal. Many people do not like “change” for reasons ranging from the uncomfortableness to the unknown. It has been quite […]
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Now is the time to redefine your culture. When businesses are given the go ahead to open again, for many it will be like starting over. If you weren’t happy with the culture you had, it will be a perfect time to create the culture you want. Delivering a customer experience that wows and amazes […]
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Best Buy has wanted to stay in business during these uncertain times and so they have been very creative and innovative. Last week I needed a video camera for a special project and drove to Best Buy hoping I could buy one there. Interestingly, as soon as I pulled into the parking lot, I […]
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