The Culture Creator, part III

Now develop habits within your organization that amplify your MVV.   In fact, we need to talk about behaviors (aka: habits) more than numbers.  It is our behaviors that help us accomplish our MVV, not metrics.  Metrics is a thermometer to take the temperature of an organization.  Behaviors or habits are they way we get to the numbers we need.  Thus, the living out … More The Culture Creator, part III

Capture the Heart of the Customer, part V

It’s been said from every corner and crevice of customer service lore that what we want to hear from our customers is, “Wow!”  This is the ultimate comment a customer can make. It’s when they say: “Wow!  They did this for me.” “Wow! I didn’t expect that.” “Wow!” They went above and beyond.” “Wow! I got more … More Capture the Heart of the Customer, part V

Capture the Heart of the Customer, part IV

Last time we discussed seeing our customers as guests as a way of transforming the way we and our organization serves them.  But there is even a deeper still method of seeing customers than simply as guests. Seeing them as angels.   I know, weird huh?  But consider this, there is a Scripture that supports this idea: Don’t forget … More Capture the Heart of the Customer, part IV

Capture the Heart of the Customer, part I (1 of 5)

The cause of a thriving business is income. To generate that income, we need to provide products and services that our customers need and are willing to pay for.  Not only that, we want to structure our businesses in such a way that our customers return and tell others about our products and services.  This is the … More Capture the Heart of the Customer, part I (1 of 5)