Posts by Wally Hauck
Catchpoint and Great Customer Experiences
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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Customer Focus Provides Optimal Success
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…
Read MoreWant Better Performance? Help Develop Employee’s Emotional Intelligence
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:…
Read MoreStaying Confident in Every Difficult Customer Situation
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…
Read MoreWhat’s in a Name? The Sweetest Sound!
“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…
Read MoreMake Common Courtesy Common
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…
Read MoreHow to Choose Vendors: The 4 Stages of Exceptional Customer Experience
Whenever you make a purchase that requires service afterward, it is important to choose the right vendor or provider, correct? A car, an appliance, insurance, a furnace all require after purchase service that can cost a lot of time and money. The typical practice is to obtain at least three quotes from three different vendors…
Read MoreHigher Quality of Communication Leads to Higher Productivity and Increased Trust
Has this ever happened to you at work? Have colleagues done or said something that feels disrespectful and yet they remain unaware of the impact their behaviors had on others? The colleagues do not intend to sound disrespectful, yet their behaviors create anxiety and lower trust leading to lower productivity and poor-quality communication. How does…
Read MoreHow to Gain Respectful Control When Communicating
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…
Read MoreAccountability: Myths and Realities
Accountability is misinterpreted and misunderstood in many organizations. Communico’s Wally Hauck discusses three myths and presents more useful realities to improve accountability.
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