Is Your Team Good Enough to Keep Customers Coming Back?

Whether you sell goods or services, very few things will trump your customer’s experience. When I work with clients, I often ask them how they improve the caliber of the experience they provide to their customers. The answers I usually get are the results of satisfaction surveys and the number of complaints filed in the customer service department. These may be valid data points, but they really don’t provide the true pulse of what is happening. The most optimal way to improve the experience you provide your clients is to first define what that means to you and your organization. For a service-driven company, the definition should include all the touch points that exist between your customer and you for …

Three Critical Ingredients for Hiring a Successful Coach or Consultant

I’ve worked with coaches, both professionally and personally, and have had some pretty amazing experiences. That said, I’m often asked about my process for hiring a coach. The question reminds me of an illustration a friend of mine (who is a leading Allergist & Immunologist in the Greater Boston Area) uses: What do you call a someone who barely graduated from Medical School? DOCTOR. Makes you kind of wonder, are all doctors created equal? And really, how does one typically go about selecting someone as a doctor? When it comes to coaches, consultants, and mentors, the waters get even murkier. Today, these titles can be used without any particular standards or requirements in place to practice. Yes, there are programs …