How Marketing Can Become Customer-Centric in the Auto (or Any) Industry

I believe marketing can improve your company's customer experience. Keep reading this blog post to learn why I believe this ...
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Why Your Employees Need to Be Responsible For Their Own Development

How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he ...
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How Customer Experience Creates Customer Loyalty in Real Estate

In December 2016, I had a great opportunity to travel to Australia to go on a keynote speaking tour, visiting Sydney, ...
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Simple Tactics to Create a Customer-Centric Company

When it comes to building a customer-centric company I know what systems need to be put into place to ensure ...
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The Most Affordable Ways to Hire Employees and Build Your Company Culture

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, ...
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My 3 Favourite Customer Service Stories (and What Your Business Can Learn From Them)

Companies, across many different industries and sizes, all have marketing budgets. Most of these businesses allocate a considerable amount of ...
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The Most Important Career Development Tip You Can Receive (Or Give)

In this short video, I share the career development tip I used as an employee that helped me get promoted ...
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Customer Experience and Employee Engagement Q&A | Video #1

I've started to record videos answering questions that I receive via Twitter, email or via my website. If you would ...
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Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

In this video, I explain how Net Promoter Score isn't properly being used within organizations. By watching this 2 minute video you ...
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3 Things You Should Regularly Tell Your Employees (But Probably Don’t)

Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: ...
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VIDEO – Customer Service Training 101: How to Build a World-Class Program

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your ...
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Video: How to Hire Motivated Customer Service Employees

Delivering an amazing customer experience isn't reserved for only customer service employees, your entire organization must be committed to it ...
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