Customer Service is a department. Customer Love is a mindset. Businesses that will thrive in what some experts call the ‘Next Normal’ must focus their attention on winning the hearts and minds of their customers.
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Within the last thirty days, I’ve spent time with top performers who were being recognized by their companies for producing awesome results in the prior fiscal year. One of those individuals was Marilyn Jones. She took a call from a customer that was having challenges. She didn’t pass his call. She handled it herself. The customer called her manager to say that Marilyn went above and beyond the call of duty to resolve his issue.
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When I read the e-mail, I felt like the dejected guy at my high school prom who asked the prettiest girl in the room to dance with him, and she gave him the “h-e double-hockey-stick” NO stare. In other words, I felt like I didn’t have a chance.
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Changes and global shifts are taking place constantly, impacting cultures, products, systems, and the way we make decisions on a daily basis. These shifts require us to change our mindsets in order to cope, or, simply put, vujá dé everything we do.Your mindset is critical to your success. Today, I’m offering you three ways to find your “yes” in a “no” world.
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At times, I overwork myself to the point of having so many balls in the air instead of concentrating my focus on one, two, or three things that are all working together. After flying for nearly 15 hours and changing planes in four states, I woke up to the fact that I need to trust the process and let go...
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One day, I woke up and realized that designer labels didn’t make the man; I made the designer things look better on me. My self-concept was warped into believing somehow I was better because of a label. How shallow is that thinking?
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Often, we think consistency is just about doing things again and again until we see results. However, if you’ve ever been in a rut, you know practice does not always make perfect. So why do we struggle so much to get it right? To really see movement in your life,…
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As the spark, you are a brilliant energized force to be reckoned with. And as a brilliant energized force, every single day, you wake up to say, “how do I do what I do?” Not because I have to, but because I want to.
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The next generation of leaders are entering the workforce in droves. As I think about them, I wished someone would pulled my ear, cut open my head and pour it in, or at least grab me by the collar and told me how to think about my personal brand in business. Maybe they did and I was too headstrong or a total goof ball to listen.
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O’Brilliant One, Lately, I’ve been sharing that it’s time to find our spark. I know what you’re thinking. What does it really mean to find your spark, and why is it important? Simply put: Finding your SPARK is your path to personal freedom. It’s how you take control of your…
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When you’re deep in the weeds and feeling stressed, it can be tempting to cancel your appointments and stay locked in your office grinding, cancel plans with friends, and sleep through your morning alarm rather than hit the gym...
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“Purpose”has become a loaded word. A lot of the writing and advice about finding your purpose gives you so many things to do: Complete this exercise, make this list, seek this project....
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The Big Quit. The Great Resignation. The Turnover Tsunami. There are many names for this era of employees making the decision to leave their jobs en masse. A variety of factors have led to this, but the fact is that a large number of employees are becoming increasingly dissatisfied with…
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Years ago, one of my mentors told me that readers are leaders and leaders are readers. Well, that statement became a mental tattoo and I never forgot. Jim Rohn said it best: “The book you don’t read won’t help.” According to a Pew Research Center survey of U.S. adults, 23%…
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Did you know that the future is for sale? And every single day, you buy the future by how you think, what you say, what you feel, and what you do. When the future is for sale, you discover that the future is created in the present.
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As the spark, you are a brilliant energized force to be reckoned with. And as a brilliant energized force, every single day, you wake up to say, “how do I do what I do?” Not because I have to, but because I want to.
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The only creature on the planet that has the ability to reason and decide to create the future instead of waiting for it to be created is YOU! At this season, O' Brilliant One, you are being stretched to shine.
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Simply put, releasing your brilliance means releasing the genius within you. It’s living from the inside out – it’s finding your inner light and letting it shine for the whole world to see. It’s discovering and leveraging your unique talents and your pure, intuitive intelligence.
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A good leader must set an example, and if they are unable to take charge of the moment and carry out what needs to be done, then those around them will follow suit and always lack the courage to do what is required in the moment.
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A lot of people have often asked me over the last few weeks what my thoughts are regarding “The Great Resignation” that is happening globally. And I just created something I wanted to give to all of you, and that is just: CHILL. CHILL is an acronym that I created to help us think about this Great Resignation time.
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Many individuals come up with great business ideas, but due to their lack of business experience or understanding, fail miserably and are never able to materialize their business aspirations. However, what separates a true and successful entrepreneur from those with just great ideas is the most important word in business – ‘grit’.
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Good interpersonal skills are the hallmark of all great leaders. There is no leadership without effective communication, and those possessing the art of delivering thoughts and ideas in meaningful ways are those who are most successful.
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Fifteen years ago, I walked away from a job as Sales and New Business Development Director of the world-renowned Disney Institute based at Walt Disney World Resort (#Disney).* I had a guaranteed paycheck and benefits galore. I didn’t want for anything and was on the fast track to a bright career future. In the midst of living my own version of the American dream, something was missing.
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In our competitive workforce, it's crucial that you stand out from the other candidates vying for the same opportunities. Sponsors — individuals within an organization who see your potential and point you in the right direction — can help you define your personal brand and act as your advocate.
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I was recently invited to speak at AT&T, IBM, MasterCard, and Microsoft. While there, I decided to lean in and learn what are they telling their employees, which inevitably will have a direct impact on their customers. The common thread throughout their communications is summed up in following statement: The adult day care center is officially closed; it’s time for you to own your career.
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To become a leader who listens, you must learn some valuable skills, and apply them, incorporating a paradigm shift into how you interact with your teammates on a day-to-day basis.
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Whatever you are moving toward, that goal is also moving toward you. What are focusing on right now? Do you believe in it? Whatever you’re aiming for, please put your head, heart, and hands into it. Finish what you start.
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Once you shift your brilliance, you have more control over whatever comes your way, and you can define your future in the present. When you take control of the wheel on the road leading to your destiny, you can navigate your life away from obstacles and ensure a smooth ride ahead.
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