Woman exhibiting leadership skills

The Difference Between Management and Leadership

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Is there a difference between Management? and…Leadership? YES! This week I want to talk about the vast difference between Management and Leadership…because a lot of people think they mean the same thing. They don’t. I was doing Q & A for a large association in Miami this week and I thought leaders would want to spout off about it…but the majority of the discussion came from employees and staff. Non-managers see it this way. We HAVE to do what management says…but we WANT to do what leadership says.

POW wow Customer engagement method

The Pow Wow Effect on Customer Service

Customer Experience1 Comment

I’ve got a totally fresh approach for teaching customer service. I’ve actually invented a bulletproof way for your entire team – from the entry level on up – to instantly start improving your customer experience. A bold statement, right? Well, I’ve written and produced (14) HR training films on this subject and written books on Customer Empathy and Customer Urgency. And over the years, I’ve seen the formulas for building a “customer centric culture” get more and more complex.

Loyalty in the dictonary

When Does Loyalty Happen

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I want to talk about when loyalty happens. It’s the final moment of every transaction. All of our lives we’ve been told to make a good first impression…and that’s certainly important but the most important moment is our final impression. How your customers feel at the end of the transaction influences if they will come back…and more importantly, what they will tell other people about you.