It’s Customer Service Week making it an ideal time to review your customer service strategy.
Not too long ago, I had the opportunity to talk with one of the world’s authorities on the customer experience. Shep Hyken is an author, speaker, and consultant to some of the world’s largest companies. He is a member of the National Speakers Association’s Speaker Hall of Fame for lifetime achievement and is a member of the distinguished Speaker’s Roundtable. His books include The Loyal Customer, Moments of Magic, and the bestselling books The Cult of the Customer and his latest The Amazement Revolution.
In The Amazement Revolution, Shep outlines seven powerful strategies to increase customer and employee loyalty. As Shep says, the Amazement Revolution is, “The strategic decision to remake your organization or your team based on the principle of amazement.”
It seems simple, but it’s profound. What if you and your organization really remade everything in your company around creating an AMAZING customer experience? What would happen?
Jo Nesbo is one of the world’s top crime thriller writers. His books have sold millions around the world, but his popularity in the US is only now skyrocketing.
With Martin Scorsese directing a film of The Snowman, and more readers discovering his work every day, it’s easy to see the trajectory ahead. (Readers of this blog may recall that this book cover was recognized as a top book cover for 2011.)
Next week Jo’s newest book will be released, again featuring his main character, Harry Hole. Phantom will certainly soar to the top of the fiction lists and spur sales of his previous books.
Jo lives in Oslo, but I had the opportunity to meet him when he visited New York.
Ron Edmondson is quick to tell you that he is first and foremost a pastor. And, while that is true, he also has a strong online presence that uniquely qualifies him to talk about social media. His leadership blog is widely read, and he is active on Twitter and Facebook.
I met Ron online through Twitter, and we began discussing various leadership issues. Just north of Nashville Ron started one of the fastest growing churches in the U.S. He recently moved to Kentucky to lead another church. Before he joined the ministry, Ron was a business owner. His experiences running a small business, starting and rapidly growing organizations, and leading online were all topics I wanted to ask him in person.
In this nine-minute interview, we discuss:
- The similarities and differences between leading a business and a church
- How he has grown a church through the use of technology and social media
- Why he was an early adopter of the Internet, Facebook, Twitter, and blogging
- How he found his “blogging voice”
- Mistakes he made along the way
I especially appreciated Ron’s advice to leaders who want to start building an online presence:
“When bad things happen, we all dream of rewinding the tape…but we can’t so we do the only thing we can: we take those bad things and turn them into situations we can learn from. It’s human nature to try to pan for gold, to find a positive slant in something so negative because anything less would feel like defeat.” Lee Woodruff, Perfectly Imperfect
Lee Woodruff dropped into my life unexpectedly. We were both speakers at an event raising funds for the National Multiple Sclerosis Society. Within minutes of meeting her, we were sharing stories, laughing, and exchanging email addresses. Some people have that incredible gift to connect with people in an authentic way that makes you feel you’ve known them all your life.
If you were to read only about Lee’s successes, you would think she never had a problem in the world:
- Contributing editor for CBS This Morning
- Mother of four beautiful children
- Married to one of the world’s top journalists
- Author of numerous articles published in magazines such as Redbook, Prevention, Country Living and Health
- Co-founder of a foundation to help wounded servicemen
We so often read about people who are wildly successful, and think they are somehow different. In some way, the world only showers good things on them.
That’s not the case with Lee. We all remember when her husband, talented news anchor Bob Woodruff suffered a traumatic brain injury in Iraq. Only a month after succeeding Peter Jennings at ABC, it changed the Woodruff’s lives.
This post is part two of an interview I did with country music artist Lee Greenwood. In this video interview, we talk about:
- his humble beginnings
- the importance of family
- the uniqueness of the USA
- the Massachusetts school controversy where the school leaders wanted to sing his signature song “God Bless the USA” as “We love the USA.”
- the right and responsibility to vote
- and finally I asked him to answer his own question: “Does God still bless the USA?”
On July 4th, after watching our local fireworks, we turned on the television and watched the fireworks in New York City. The first song played in the background was “God Bless the USA.”