21 Inspirational Martin Luther King, Jr. Quotes

Martin Luther King, Jr.

A Leader’s Vision

His voice is unmistakable. When I hear it, I am pulled in to the oratory, to the cadence, and mostly to the powerful message of Dr. Martin Luther King, Jr.

His inspiring, peaceful leadership in the face of hatred, racism, and bigotry makes him one of the most influential leaders in world history.

Today we celebrate his life and his achievements.

Here are some of his most famous, inspirational quotes.

 

MLK, Jr. Quotes

 

“Freedom is never voluntarily given by the oppressor; it must be demanded by the oppressed.” –MLK, Jr.

 

“What matters is not how long you live…but how you live.” –MLK, Jr.

 

“Love is the only force capable of transforming an enemy into a friend.” –MLK, Jr.

 

“Our lives begin to end the day we become silent about things that matter.” –MLK, Jr.

 

“Injustice anywhere is a threat to justice everywhere.” –MLK, Jr.

 

“We must learn to live together as brothers or we will perish together as fools.” –MLK, Jr.

 

“The time is always right to do what is right.” –MLK, Jr.

 

“You don’t have to see the whole staircase, just take the first step.” –MLK, Jr.

 

“I have decided to stick with love. Hate is too great a burden to bear.” –MLK, Jr.

 

“Life’s most persistent and urgent question is, ‘What are you doing for others?’” –MLK, Jr.

 

“Intelligence plus character: that is the goal of a true education.” –MLK, Jr.

 

“Change does not roll in on the wheels of inevitability but comes through continuous struggle.” –MLK, Jr.

 

“Darkness cannot drive out darkness. Only light can do that. Hate cannot drive out hate. Only love can do that.” –MLK, Jr.

 

“Courage is the power of the mind to overcome fear.” –MLK, Jr.

9 Ways to Make Your Customers Happy

How to Make Your Customers Happy

 

$83 Billion is the cost of poor customer service in the U.S.

 

We’ve all seen poor customer service. There are times when it’s only slightly off and times when we are astonished at how bad it can be. And then there are the times when we are wowed with such amazing, friendly, caring service that we have to tell everyone about it.

 

Only 4% of dissatisfied customers contact the business.

 

Customer service is the lifeblood of business. We all crave an authentic experience that makes us feel valued.

Here are 9 ways to make your customer happy:

 

9-ways-to-make-your-customers-happy

 

86% of consumers stop doing business due to a bad experience.

 

9 out of 10 would pay more for a superior experience.

 

Thanks to Neomam for providing this infographic.

The Secret to Higher Profits in a Digitized World

people shock

The Decline of Customer Satisfaction

Customer satisfaction is going down, not up.

How can that be in a world with unprecedented technological progress?

 

“A brand is the sum of the good, the bad, and the off strategy.” –Scott Bedbury

 

Tema Frank founded Web Mystery Shoppers International, the world’s first company to test omnichannel customer service. Her new book, People Shock: The Path to Profits When Customers Rule , shows off both her decades of business experience and the research from interviewing over 150 business leaders. She developed a formula to help businesses improve the customer experience in the midst of a digitized world.

I recently asked her about her research.

 

“The key to getting work done on time is to stop wearing a watch.” –Ricard Semler

 

What is PeopleShock?

As we automate more and artificial intelligence wipes out jobs, the smaller amount that is left for human to human interaction becomes critical. Companies that are people-focused (while using technology to support those people) are the ones that will win in an era of increasing competition and social media power. If you get the people side right, PeopleShock is your key to success. Ignore it and your company will soon be history.

 

“If you’re too busy to build good systems, then you’ll always be too busy.” –Brian Logue

 

Get the 3Ps of Profit Right

Please share your 3P Profit Formula with our audience.

Customers are cranky, and they’ve got more choices than ever before. So you’ve got to keep them happy, and that means getting all of the 3 Ps of Profit right:

Promise – Having a clear aspirational, inspirational and memorable reason for doing what you do inspires staff and customers. It also gives staff a filter for decision-making: Would their action be consistent with the company’s promise?

People – Business success comes from connecting effectively at a human level with people inside (staff) and outside your organization. Outsiders include not only prospects and customers, but people we sometimes overlook, like suppliers, distributors, lenders, investors, media and the public.

Process – As time goes by, some of the processes that got you to where you are stop making sense.  To deliver consistently great customer experiences, you have to regularly re-assess how you’ve been doing things. Start by looking at processes from a customer point of view. What do they experience? Then look at how that lines up with what you do internally.

 

“CEOs are the ones who must conduct the corporate orchestra.” –Tema Frank

 

How does this translate into higher profits?