Peter Psichogios

How Do You Personalize Your Service Interactions?

The question of “How do you personalize” is equally important regardless of what industry or function you are in. Yes, I believe it is critical that every person, every department and every organization learns how to create personalized, authentic, and friendly interactions. We need to…

Have You Ever Had a Customer Service Interaction Where the Person Wanted to Help...

As a customer, I think one of the most frustrating phrases you can hear is…. “I’d like to help you but I can’t.” Now let me preface my short story with a quick life lesson. When you hear that phrase or something similar, be prepared.…

Do You Know The Difference Between Exceptional and Ordinary?

I believe that every Chief Customer Officer, every Chief Executive Officer, and everyone associated with serving a customer has a similar goal of being exceptional versus ordinary. Every year there are millions upon millions of dollars invested in customer service, customer loyalty, customer journey mapping,...

The Most Important Ingredient To Sustainable Success

I read a great article this morning by Edward E. Lawler III in Forbes titled, “The Quadruple Bottom Line: It’s Time Has Come.” I was particularly interested in Edward’s thesis that the missing measure for corporate sustainabilty is the way they treat their employees. I…

Use The Platinum Rule On Every Interaction

A lot of people, in fact most people, say to cite the golden rule when it comes to customer interactions. The golden rule being, treat others as you would like to be treated. If you stop and think about it, on the surface, that seems…

How To Go From Awesome To Horrific – A True Experience Story

You have to be responsible for the customer’s entire experience, not just the things directly in your control. Let me give you a real example. If you have ever read any of my previous blogs about my various travel experiences, you know my disdain for…

Management is the Problem, Not The Solution

Why would somebody who has been helping leaders all over the world say management is the problem and not the solution? There are certainly exceptions to the rule, but in the new personalized service economy, management often becomes more of an obstacle than an enabler.…

I Was Sitting On The Airplane And The Guy Next To Me Said, “What...

Typically, when someone approaches me on an airplane, I put on my Bose headset and smile. However, on this particular flight when the gentleman next to me said, “Hi! What do you do?” I said, “Hi. My name is Peter Psi. Spelled P – S…

Nobody Wants To Talk To Your Machine

Yesterday I wrote about the importance of doing nothing. What I meant by that was the importance of taking a moment of time and reflecting on what is most important to you, your loved ones and your customers. Often times at work we get caught…

Hump Day or Enablement Day?

Some people, (I'm sure nobody you know), say, "It's Wednesday. That means its hump day. We are half way there!" For anybody who knows me, I am kind of playful. I like to say, "Really? Hump Day? Half way there? Where is there?" The person…

Loads of Crap or Loads of Excellence?

Most organizations and most individuals all make the same mistake! What is the one mistake that these organizations and individuals make? The mistake is trying to add too much stuff and thinking that is going to improve the service experience for their guests/customers. People don’t…

How Do Two Words Plus Five Words Equal Millions?

It is definitely true, both in my experience as an individual contributor but even more so in my role providing coaching and guidance to global corporations, that “Thank You” are potentially the two most powerful words to show appreciation. When you say, “Thank You,” it...

Customer Centricity Is An Inside Out Proposition

If you want to hit the bull’s eye every time with your customers, you first must enable your associates and have great internal service. To accomplish that, you must have an intense focus on your internal customer. Yes, your employee. I promise you, when you…

Are You Milking Your Own Cows?

We work a lot with global companies who are focused on enhancing their employee and customer experiences. One of the common challenges that we see organizations struggling with is that they often focus their efforts, meaning time, energy and resources, towards acquiring new customers /...

TGIT!

Thank Goodness It’s Today! Before I get started this morning, I wanted to share a funny email chain I saw as a result of Friday’s blog. I will not name names to protect the guilty, however I thought this was funny enough that it was…

TGIF? No, Thank Goodness It’s Monday!

I have been fortunate to have worked in and helped create company cultures where people are so enabled and so energized that they are literally working at all hours of the day. Not because they have to, but because they want to. I think that…

Customers At The Center of Everything You Do

When you put your internal and external customers at the center of everything you do, you will create sustainable and significant growth. Everybody wants sustainable and significant growth. Everybody talks about putting the customer first, however when it comes to making tough choices around things…

Who Have You Praised Today?

Let’s face it. We are living in a fast paced world, and it seems to be getting faster every day. A wise man once said, “It’s important to take a minute, slow down and praise.” Who have you praised today? Who has praised you today?…

Customers As Your Sales Force!

I was planning on writing this week. I am working on two books but here I sit in another airplane! On Friday I got a call from one of our smartest and most innovative customers who is leading a global customer centricity and retention effort...

Human Resource Professional or Human Remains Officer? (Infographic)

If you had to pick only one of these characteristics or competencies which would you choose that best describes a Human Resource Professional? A. Focuses on enabling and developing skills that make their associates more marketable. B. Enforces policies and compliance. C. Effectively administers open…

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