Shift Happens!® when you align your Customer Experiences to outcomes.
Customer service in the US is polarized. Customers love your company, product, or service or not. Often it’s because you love your Customers so they love you back. This infographic helps you to see what happens when Customers are not the primary focus of your...
Shift Happens!® When you influence others.
It happens to all of us eventually. You will have to make a public presentation. You can analyze and identify what characteristics make certain speakers speaking process more effective communicators than others. You need to go beyond the “watching” stage...
Shift Happens!® When doctors and nurses have more patience.
U.S. businesses lose $83 billion and over $300 billion worldwide, there is no doubt that businesses need to take their customer service practices more seriously. What do you think it cost United when they removed a single passenger? How much did it cost Samsung for a...
Shift Happens!® When You Don’t Listen To Your Customer
What can we learn from the recent incidents at United and American Airline? In both cases they forgot who is their Customer. Who is paying their salaries? And who is the Customer of their services? We are falling deeper and deeper into a depression and deterioration...
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