Can a Bank Make You Fall in Love? This One’s Trying!

This Bank Want's To Connect at an Emotional Level With Customers (photo by Franck Mahon, Flickr)

OK, so to most of us the words “love” and “bank” don’t seem to go together, but when ATB Financial decided to research the emotions people had about their financial institutions, it asked them to write either a love letter …Continue Reading →

Does Employee Happiness Really Matter?

Employee happiness doesn't have to come from unrelated fun. (Photo by Al Abut on Flickr)

Entrepreneur Dan Lok comes across as a high-energy, high-hype salesman type. So I had two surprises in store for me when I interviewed him: Despite his controversial statements, such as saying it’s a myth that employee happiness key, we actually agree on …Continue Reading →

Do You Worry About Your Business Being Attacked on Social Media?

Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. You can turn it around.

One of the biggest reasons company owners and CEOs want to avoid social media is because they’ve heard horror stories about companies that made little mistakes and then were attacked on social media.   Get your FREE Transcript Now!   …Continue Reading →

How Mobile is Shaking Up Market Research

Mobile lets users tell you what they are experiencing in the moment & in their natural environment

People who work in retail often believe they can spot the mystery shoppers who come in to their stores. Mobile phones are making it easier for them, since a growing number of mystery shopping, or secret shopping, companies are asking their …Continue Reading →

A Powerful Model For Better Patient Experience & Healthcare

Happier staff = Happier Patients (photo by Walt Stoneburner, Flickr)

Patient Experience is Often Frustrating for Doctors, Staff & Patients The American, Canadian and European health care systems all have their advantages and drawbacks. I’m not about to wade into an Obamacare debate, but here’s a model being tried in …Continue Reading →

How To Present Market Research So It Will Be Acted On

Market research can help retailers know how to convert more traffic.

Counting how many people enter a store is nothing new in the retail world, but Headcount CEO, Mark Ryski, used to find it frustrating that so many clients weren’t acting on his company’s market research reports. The data he gave them …Continue Reading →

Sad News

I don’t normally share much about my personal life here on the blog, but over the past couple of weeks both my father and my father-in-law died. As a result, I don’t have a podcast episode for you this week …Continue Reading →

How to Change Culture in High-Risk Organizations

Change Culture To Change Outcomes

More people die each year in the US from preventable medical errors than in car accidents. Think of it as 2 or 3 jumbo jets crashing every day. Many of these deaths result from dysfunctional cultures. Today’s guest, Bea Bohm-Meyer, of the Bohm-Meyer …Continue Reading →

Should You Make The Scary Switch To ESOP (Employee Share Ownership)?

Employee Ownership Expert, Dan Ohler, says an ESOP Gets Employees More Engaged & Thinking Bigger Picture

I’ve written before* about the importance of having motivated employees if you want to deliver consistently excellent customer experiences. An ESOP – Employee Share Ownership Plan (or Employee Stock Ownership Plan) – is one way to add motivation. Get your …Continue Reading →

Add People Focus to Your Product Focus for Customer Satisfaction

Time to Shift From a Product Focus to a People Focus? (image courtesy of Steve R, Flickr)

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of …Continue Reading →