Customer Service

How to Increase Your Customer Engagement by 9x

November 28, 2012

Have you ever done a psychometric test? You answer a lot of strange questions and in return get a detailed profile, that’s disturbingly accurate. The first one I ever did revealed… “Steven understands the need for rules and regulations, but he may not wish to be personally bound by them.” I read that and thought [...]

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A Talented Entrepreneur Who Endured 9 Months of Stomach-Churning Worry

November 22, 2012

Simon’s integrity struck me the minute he opened his mouth. He’s hard working, enthusiastic and honest and his voice conveys these values. We had our first conversation on the phone and meeting him in person reinforced my initial impression. I watched him as he served a customer, although he didn’t notice, because his customer had [...]

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What’s The Best Feeling You Can Give Your Customer?

November 22, 2012

Jamie, my second son is 3 and he’s the most physical human being I’ve ever encountered. He has no concept of personal space much to the annoyance of his older brother, Callum. He also demands complete attention, which can occasionally test my legendary patience. If he detects even a hint of multi-tasking or wavering focus [...]

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The 2 Minute Body Posture That Can Increase Your Chance of Success

October 12, 2012

Watch Amy Cuddy’s fascinating TED talk:  Your body language shapes who you are. Body language affects how others see us, but it may also change how we see ourselves. Social psychologist Amy Cuddy shows how “power posing” – standing in a posture of confidence, even when we don’t feel confident – can affect testosterone and [...]

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The Stories Your Customers Love to Hear

October 10, 2012

People buy from people and they choose the person who elicits the right feelings, not the person with the best arguments. The best and fastest way to elicit the right feelings is to tell stories. For thousands of years our ancestors sat round fires and exchanged stories. These stories were crucial to their survival: where [...]

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How To Win More Customers In 5 Easy Steps

September 14, 2012

What business are you in? If you could wave a magic wand and make one wish come true for your business, what would you choose? If I were you, I’d wish for hoards of eager customers. Here’s a story to explain why. The other night we abandoned our 3 kids and went in search of [...]

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Do You Have The Heart of a Paralympian?

September 8, 2012

Hannah Cockroft and Mel Nicholls On a balmy evening in September a small band of talented Paralympians inspired 80,000 people with their sporting excellence. The GB athletes Hannah Cockroft, David Weir and Jonnie Peacock sparked more noise and euphoria in a stadium than I’ve ever heard in my life. David Weir’s 800m race was the [...]

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I’m Your Customer: Here Are 19 Things You Should Know

August 3, 2012

I’m a customer who’s interested in your service. Here are some things you should know about me: I’ll judge you in seconds and I can tell in a heartbeat if you want to help me or if you’re just going through the motions. You don’t know it but I might have already decided not to [...]

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