John’s Perspective

Transform Customer Problems Into Opportunities

May 28th, 2019

Significant Stat 73% of customers repurchase if they are very satisfied by their problem resolution experience. Even in a ...

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Customer Experience: A Child’s Ballet

December 20th, 2018

CREATING MEMORIES AT THE BALLET A mother, a longtime lover of ballet, took her son to watch his first ballet. It was a shortened ballet, ...

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John’s Perspective: Determine Your Currency

December 13th, 2018

John's Perspective Do you know what your professional currency really is? This is what motivates you and is the medium through ...

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Customer Experience: Car Rental Company

November 20th, 2018

A WEBSITE AND CUSTOMER EXPERIENCE DISCONNECT A father was on his way to pick up his daughter after her soccer practice, so they could ...

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Customer Experience: Cosmetics Boutique

November 6th, 2018

A PARTYGOER WHO NEEDED SERVICE QUICKLY A holiday partygoer rushed straight from her corporate office to her gym, to change out of her ...

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John’s Perspective: Unplug to Be More Productive

October 25th, 2018

John's Perspective I’m a lucky man: I love what a do, and part of that is being on the road 3-5 weekdays (and sometimes ...

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Customer Experience: Missed Train

September 11th, 2018

KINDNESS MAKES A BAD DAY BETTER A young businesswoman ran into a major train station to travel from Washington D.C. to New York City. ...

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John’s Perspective: My Tips for Mindfulness in Meetings

August 30th, 2018

John's Perspective We all talk and hear about “mindfulness” – how to be more mindful at work, with your friends and ...

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Customer Experience: A Child’s Party

August 21st, 2018

A LESS-THAN-SMOOTH CELEBRATION An anxious mother had booked an indoor play area for her toddler son’s birthday. She had planned it all ...

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Incorporate Civility Into Your Discussions

July 2nd, 2018

John's Perspective It's acceptable to disagree, but it's never acceptable to be rude. As a leader, you will often be faced ...

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