Steve DiGioia

The Five Principles of Mars & How To Incorporate Them in Your Business

More than 100 years ago, a young Franklin C. Mars started making candies in his Tacoma, Washington kitchen. From that simple beginning, his son Forrest built Mars Inc. into the household name is today. Being well known for products such as Skittles, Sn...

Are You a Customer Service Hero, Villain or Problem Solver?

Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up! But wait a minute, there’s more…much more. You get to sit in a cramped c...

Leadership Series: Adrian Swinscoe

Adrian Swinscoe is a customer experience consultant and advisor and has been helping develop customer-focused large and small businesses for 20 years. He has consulted businesses around the world to help them engage with their customers, build customer...

Are You a Good Listener? Here’s How to Tell

Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? You lose th...

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also de...

Everything You Need to Know About Being a Leader

…use this list to determine your leadership style and where you’ll get your power from.

This original article was written by Steve DiGioia.

Do you have everything you need to know about being a leader? Is that even possible? We’ve all worked for a boss who fancied him/herself as a leader but that’s only because of his position in the company. He showed little leadership skills but WAS a skillful – and fortunate – sap who happened to […]

The post Everything You Need to Know About Being a Leader appeared first on Steve DiGioia and was written by Steve DiGioia.

How to Stay Popular in the World of Amazon Prime

According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Pri...

8 Mood Altering Tips Your Customers Will Love You For

Mood affects how you behave and how you behave affects your ability to care for your customer. This prompts the question; “Can you put your mood on hold while caring for your customer?” If so, do you need a Mood Ring to do it? No, not at all… Ask yours...

Are Moments of Truth Really Worth All The Fuss?

“Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment. According to ...

This is Why Your Employee Morale is Poor (And What To Do About It)

Increased wait times, dreadful closing percentages and low productivity; that’s what was in store for me as I entered the contact center. Sounds like fun, right? Oh, I forgot to tell you, employee morale is poor too! How many times have you heard execu...

Ever Work for a Company That Reduced Employee Benefits to Save Money?

To: ABC Company Executive Team; a brief prepared by Steve DiGioia to address the circumstances for which I am contracted. For 3 consecutive quarters gross revenue has dramatically fallen, investor concerns increased and net profits all but evaporated. ...

Leadership Series: Annette Franz

Today I had the pleasure of interviewing Annette Franz. Annette is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Annette’s passion ...

Stop Scamming Your Staff With an Employee of the Month Award

We treat our employees like sheep; herd them in, give them slop to eat and expect the sweat off their brow (or their wool...

What Happened To The Dining Experience We Used To Receive?

Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining...

Are Your Service Employees No Better Than a Statue in the Park?

I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make...

Why The World is NOT Full of Guys

Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect...

Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation”

Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter...

Do All Your Touch Points Need to be Perfect?

Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “Turn Upside Down How PAIN is Perceived...

How Bed Bath & Beyond Cares for its Customers and Drives Revenue Too

While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my...

Here’s The Top Reason Training Your Employees Doesn’t Work

…plus 6.5 reasons to NOT train your staff Ah, the ever-present argument about the proper training of your employees…well, you’ll get no argument from me....

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