Category: Empowerment

Customer Recovery Strategy: Predetermine solutions to all top problems

When I partner with a company that wants to build loyal relationships with their customers, I absolutely insist that they predetermine recovery strategies for top complaints. This single exercise positions frontline professionals to quickly determine […]

Set Your Ducklings Free [EMPOWER Your People]

Mother Duck and Ducklings, a photo by Myra Golden on Flickr. Last Saturday my family and I enjoyed a fabulous lunch on the river and after lunch we strolled along the river and watched the […]

The #1 Turn Off for Your Customers (And How to Beat it)

What gets an unhappy customer’s blood boiling? What fuels negative word-of-mouth stories and sends customers to the competition? What is it that sets a customer off to the point that they upload a YouTube video, […]