Proud Child With Blocks

Are You Forgetting This Customer Service Basic?

Yesterday, I went to my favorite retail store to pick up a pair of silver hoop earrings for my friend’s birthday.  While there, I saw a lot of little things that felt new and fresh.  I asked my usual salesperson (who has been there forever), “What is different around here? It feels spacious and inviting!”…


NeuroService: Use a BRAIN approach to build neuroscience principles into your customer service strategies

Apply the learnings from neuroscience to your customer service strategies. Use the BRAIN acronym to remind yourself (and others on your team) about the impact you can have when you help people bring the full capacity of their brain to the experience. Create connections that allow people to feel Brilliant, Respected, Alive, Independent, and Noticed for who they are and what they have done in their lives. It’s a great way to create a lasting brain bond with customers.

5 questions to create a customer service mindset in your people

If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had been working and traveling all week and showed up at 11:00 p.m. I was greeted at the car by Loren,…