Steve DiGioia
Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.
Do This Instead of Worrying About a Good NPS Score
...does your Net Promoter Score tell you enough to make a difference?. This original article was written by Steve DiGioia. Net Promoter Score®, or NPS,…
How to Send the Message That You Care to be Your Best Every Day
...can a crooked sign ruin your business?. This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes…
Leadership Series: Dan Gingiss
...author and co-host of the Experience This! podcast.. This original article was written by Steve DiGioia. Dan’s 20-year career has consistently focused on delighting customers,…
4 Ways to Stop Being a Business of No
You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered…
9 Ways to be a Never-Ending Student of Service
…because sometimes we forget the customer is king.. This original article was written by Steve DiGioia. When we become the boss we automatically think we’re…
Are You Looking to Upset Your Customer?
...because one size doesn't fit all.. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m…
Can You Imagine the Outcry if a Retail Business Did This?
The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online…
Leadership Series: Rupesh Patel
Rupesh Patel, hotel owner and founder of SmartGuests.com, a U.S. based company helps businesses like yours improve guest interactions by implementing customer service training, strategies,…
Another Reason Why Japan’s Service is Hard to Beat
The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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,…
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…