How Do You Come Up with Stories for Your Presentations? Stories are key to effective presentations. How do you find them? Great lessons can be found in everyday life. How often have you heard a speaker who is funny or profound while seemingly talking about everyday situations? You might think “Nothing like that ever happens […]

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Good customer service is more than good PR. It is the best way to increase sales from the same customers and also earn recommendations. At a time when every customer counts we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that […]

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Your best customers are the hottest prospects for your competitors. The most effective sales strategies are not just about getting customers, but also deserving and keeping them. Customer experience expert, Shep Hyken and I recently joined forces to discuss how to create a culture of service and make it part of an ongoing sales strategy. […]

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When you build credibility, trust and confidence with your customers, you build sales. Make great service central to your sales strategy. Friction Can Kill the Customer Experience by Shep Hyken Friction has several meanings according to the Merriam-Webster dictionary: the act of rubbing one thing against another; the force that causes a moving object to […]

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I like to say, “A stranger is a friend, or a customer, you have not met yet.” My friend Jane Jenkins Herlong is a humorist, speaker, and author.  You may have enjoyed her comedy and songs on Sirius XM Radio and Pandora. I share this story from her book, Bare Feet to High Heels – […]

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My friend and fellow Speakers Roundtable member, Mark Sanborn has just released Fred 2.0… Nine years ago, bestselling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story of passion, purpose and commitment inspired millions. Individuals, companies, even cities were inspired […]

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At a time when every customer counts we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer — but everyone he or she knows as well. After all, word of mouth works both for or against you. You need […]

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Today’s consumers can sometimes look like a threatening mob. They’re often unhappy, make vague or irrational demands, and can rush in unexpected directions that strongly affect our livelihoods. They may suddenly take their business elsewhere or bombard us with time-consuming, expensive complaints. Even both. “These people are manipulating the marketplace through pressure, protest, and politics,” […]

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