New project case studies available

December 23, 2015

Tweet We’ve just updated our project success samples/case studies to include some recent engagements. See if any of these might offer some new ideas for your challenges. Leadership/Management Increase senior managers’ leadership skills Develop management and leadership skills in technical leads/supervisors Enhance management/leadership skills through year-long Management Academy Encourage industry executives to share best practices […]

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Re-engineering the Customer Experience

December 1, 2015

Tweet I love it when clients want to ensure their customers have a positive experience with every interaction. So I was thrilled with a previous client called to ask me to help them re-engineer their customer processes.

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Do you know how you stack up against the competition?

November 22, 2015

Tweet On a recent visit to Seville, my group of 4 friends engaged Pepe Muñoz ( to show us around on bikes and take us on a tapas tour. Pepe exceeded our expectations — we loved his humor, his insights, his perspective of life and his great English — so we hired him to take […]

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Do you want to improve customer sat scores?

October 3, 2015

Tweet A manager of a large company contacted me because they wanted help increasing their customer satisfaction scores. Their bonuses were based on the customer sat scores and they’d missed getting one the year just ended. They wanted a longer-term solution than a short seminar. I suggested the Managers Discussion Guide Program, since it’s a […]

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Are you making it difficult to do business with you?

September 28, 2015

Tweet Rarely do businesses look at their processes with a fresh pair of eyes — a new customer’s eyes. For example, I’m sure this city’s leaders and the downtown merchant association thought the answer to scarce parking was a 3-story garage. The merchants probably saw an increase in business for awhile, especially among locals.

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Two tales at a sale

September 14, 2015

Tweet Do your staff share similar attitudes toward customers? I was recently struck by two people working for the same organization in the same function but with opposite perspectives.

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Manager unclear on concept of “customer experience”

September 1, 2015

Tweet I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to discuss ways to improve service. During […]

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Unexpected gift delights new customer

August 15, 2015

Tweet There was no signage touting “Free side order for new customers.” Nothing to suggest I’d get a gift.

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Are your customers waiting needlessly?

July 30, 2015

Tweet I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to […]

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Try vs make a decision

July 15, 2015

Tweet You’ve heard the old adage, “There is no such thing as trying; you either do it or you don’t.” I had a recent experience with this. Perhaps my lesson will be useful to you.

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