Steve DiGioia

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 in this case) then we toss them aside when they’re no longer needed. Add to this substandard working conditions, low wages,...

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 experience sure has changed… From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a...

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 eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending...

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 to our customers. Why do we continually refer to “everyone” as a guy? Over the course of my training career I...

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 can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that...

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 in Innovating CX and Brand Management”. I am glad to say that I haven’t really had many bad customer service experiences,...

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 daughter going away to college. A milestone, a traumatic event, a “relief”… We had just completed all the college applications, financial...

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. Training is the key to a well-motivated, knowledgeable and efficient staff. But is THAT all what’s needed, just training? Here…

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 remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain...

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 the Hilton Newark Airport Hotel in 2003. We had a fantastic staff, happy employees and a robust business. One day there...

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 business.  Still a novice to the bakery world, Armando leaned on his father’s many years of experience as a bread...

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 need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s...

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 LinkedIn, follow me on Twitter, like my Facebook page…blah, blah, blah. Seems like people use social media more to boost...

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 intended and do their best but are not looked at in times of need or expected to do much more....

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 created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey...

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 and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can...

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