Monthly Archives September 2011

When shear smarts is Engaging

Sage Lewis is a awesome. The Cleveland Consultants SIG (a group of training and development consultants in NorthEast Ohio) meet this week and the speaker was Sage. He is the only non-professional speaker that I had speak to the Ohio Chapter of the National Speakers Association the year I was president.  So I knew he could connect with a group. He arrived early to set up a projector and computer.   When that didn’t work, we used the large sheet of paper (the screen) instead to graphically record his comments. Energy, enthusiasm and pure subject mater expertise on marketing and the
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Good versus Evil Profits – 3 minutes to read

When your customer ranks you “12” on a 1 to 10 scale. When you delight them beyond their expectations. Good profits are not mandated by some executive in a corner office. They are created by the personal interactions between one employee and one customer. There are many Starbucks coffee houses, and not all of them provide awesome customer experiences, but on the whole they try to create a customer experience that evokes a warm emotional and trust laden relationship. The coffee has to be good, but the interaction needs to be better.
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