As a former Disney Leader and known throughout the Globe as "America's Best Customer Experience Coach" John shares his incredible experiences and 25 plus years of proven success strategies to help your organization create a "Magical Customer Experience" and Disney-like Culture. Learn best practices you can share with your team and apply right away to increase your market profile, beat out your competition, wow your customers, increase employee loyalty and lead an effective team to be more successful in your industry today!
When you make a phone call or walk into a store, restaurant, dining facility, retail outlet, or medical office, what do you expect? Most of us expect to come across someone friendly and helpful, knowledgeable about their products or services, timely served and to be thanked whether you buy anything or not. Sound right? But […]
Read MoreMany of my coaching clients or participants at my speaking engagements often ask me if there is a magic formular for hiring the best people successfully? Great question. Most managers and business owners struggle with this when they go through the entire hiring process, thinking they have found the right candidate, only to realize they […]
Read MoreWhat if the reason your best people are leaving isn’t about money, titles, or opportunities, but something simple and easy to fix? Just like any business goal is to retain and keep customers, in today’s world we need to also focus on keeping employees. Especially our best ones. Although fair compensation, benefits and working environment […]
Read MoreCustomer service is a transaction. A restaurant server may take your order and bring your food. Drop off the check. Every step was completed. The task was done. A retail clerk may ask a customer walking into the store, “How can I help you today?” The customer says, “Just looking and roams the store before […]
Read MoreGrowth of any business isn’t always about attracting new customers. Taking care of your existing customers so they come back and tell others is how you build a more sustainable business. Many of you know, I am crazed and sometimes even obsessed about the customer experience. Maybe it’s my Disney background or my passion to […]
Read MoreTHE RECRUITMENT EXPERIENCE One of the most frustrating hiring challenges is to nail down whether a candidate will be a cultural fit. It’s a story we’ve heard countless times – the candidate who looked great on paper and cruised through the interview process, but whose promise unraveled within months of their start date. Estimates vary […]
Read MoreAre you losing good employees faster than you can hire new ones? You, like most businesses, are probably making three BIG mistakes that’s costing you time, money and the main cause of why your good people are leaving. 1. Hiring and filling positions with warm bodies and hope you can fix them 2. Tolerating bad […]
Read MoreHow many times have you told yourself, “I’ll deal with that employee later”? Then later turns into next week, next week turns into next month. And before you know it — The problem gets worse Your team is frustrated Morale goes down Your good employees leave Quiet quitting occurs Your customer experience becomes average or bad […]
Read MoreAre your leaders and employees just going through the motions each day? Do your employees just perform tasks and transactions rather than create relationships and talk excitingly about customer experiences? Do your leaders and management team just bark out orders and are task masters spending wasted time babysitting the staff? Perhaps you need to think […]
Read MoreCompany culture isn’t just a vibe or a business buzzword—it’s the foundation of your business. If neglected, it can get a little out of control. Not only does your culture affect current employees, but it also helps you create a positive employer brand that attracts top candidates to your business. Company culture describes the way […]
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