3 ways to put some FUN into your customer interactions

Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers.  From the very cranky at being alive to the “I live to serve” type—we got ‘em all.  But a young woman in the shoe department at Macy’s stood out from…

If customer service is so easy, why doesn’t everyone do it like THIS?

Last week I had the privilege of staying at the Hyatt in Denver for the ASTD International Convention.  I was a bit tired upon arrival as I had just flown in from a speech in Edmonton, Canada. My first realization that this was not a “business as usual” situation was encountering Troy at the front…

Three Steps to a Customer-Centric Organization

The 2011 American Express Global Customer Service Barometer reports that 60 percent of U.S. consumer respondents believe that businesses have not increased their focus on providing good customer service.  Even more surprising, 26 percent think companies are actually paying less attention to service. Wow—now is your chance to be the one who CAREs about service! …

People aren’t picking up new skills fast enough? It might be your fault. Six questions to ask yourself

In a recent webinar on 6 Keys to Creating Learning Experiences that Inspire and Engage, 76% of participants said that in their opinion, at least 60% of a person’s success on the job can be attributed to their ability to learn job specific skills. Yet only 9% identified that any company they had ever worked…

6 Keys to Creating Learning Experiences that Inspire and Engage

Join The Ken Blanchard Companies for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern).  Dr. Vicki Halsey, author of Brilliance By Design will be discussing learning and application strategies for leaders in a special presentation on 6 Keys to Creating Learning Experiences that Inspire and Engage. The…

Tests and Exams—one important question to ask yourself before you test others

As a young college professor, best-selling business author Ken Blanchard constantly found himself in front of disapproving faculty boards. The reason?  His insistence on giving out the final exam to each of his students on the first day of the class he was teaching. As soon as they found out, the board would call Blanchard…