Can mini golf teach us about great customer experiences? YES!  My wife and I recently took our 6-year-old grandson Sam to play. As an avid golfer, I realized immediately that it takes a lot of patience to take a 6-year-old to play golf, even mini golf.  Of course, the most important thing in mini golf…

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Is it fair to say that all organizations need to be customer focused to be optimally successful? Is it also fair to claim that being customer focused is only going to become more important for business success? According to recent research by Kustomer, a CRM Platform organization, next to price, the quality of service is…

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What are the top skills employees need for career success? According to Forbes Magazine, the top five are soft skills (Peart, 2019). These are the ability to: learn, be resilient, adapt to change, to collaborate, and to communicate (verbal and written). And all these softs skills can be improved by developing emotional intelligence categories of skills:…

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Here is a silly question, do you experience stress in challenging situations? Of course, we all experience stress in challenging situations. Dealing with upset customers can be one of those we dread. Someone yelling at us can be disconcerting, stressful, and can feel like a personal attack. This can lead to fear and lack of…

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“A person’s name is to him or her the sweetest and most important sound in any language.” – Dale Carnegie Juliette in Shakespeare’s play Romeo and Juliette exclaimed, “What’s in a name? That which we call a rose / By Any Other Name would smell as sweet.” Clearly, she wanted to ignore Romeo’s family name…

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Voltaire, a French writer, once said, “Common sense is not so common.” It is amazing to know he was born nearly 325 years ago in 1694 because it seems his statement is still true today.  I suggest we could say the same about common courtesy. It is not so common. This is especially true today…

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We have all had disrespectful experiences while driving. A common one is when a vehicle enters a highway and pulls into traffic without looking and without calculating the proper merger speed. They just pull in front of you as if you did not even exist. It forces you to brake or at least to slow…

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