Steve DiGioia

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....

Today’s Generation Just Can’t Give Good Service, Agree?

How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question… I...

Talk About Giving Someone The Suit Off Your Back!

Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at...

Here’s How to Continually Give Great Service Even After 39 Years

Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery...

How a Good Ticket Agent is the Key to a Successful Day

Life is stressful. The societal pressures of work, providing for your family, body image, social media, etc. are bad enough; the last thing you...

Social Media Won’t Make You Smarter, So Why Do It?

...the Kardashians of the world never put food on YOUR table We read statements like these all the time – connect with me on...

Never Underestimate the Potential From These 3 Surprising Sources

Every business has one or more employees that seem to take a back seat to the day-to-day machinations of business. Dutifully they perform as...

The Greatest Show on Earth is Still a Memory Maker

...how create the memorable experience that your customer will hold dear and carry for years to come. After 146 years, the show that has...

Here’s Proof of the Great Zappo’s Service

A week or so ago I was again taking part in my favorite tweet chat, #custserv, hosted by Marsha Collier, Roy Atkinson, Al Hopper...

Here’s Why 2017 Might NOT Be The Best For Service

…a tongue-and-cheek look at what customer service might be Year after year we hope service and the customer experience gets better. But great service...

Your Customers Don’t Deserve To Be Treated This Way

…is THIS the best you can do? It was the attitude I disliked the most.  Why do they feel this way?  Where did they...

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