Steve DiGioia

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 finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but […]

The post How to Send the Message That You Care to be Your Best Every Day appeared first on Steve DiGioia and was written by Steve DiGioia.

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, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. He is currently Vice President of the Strategic Group at Persado, a marketing AI company. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences […]

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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 on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But ...

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 a leader. Then we do “leadership-type” things. With leadership, comes a certain removal from the day-to-day machinations of the business. That’s ok because we couldn’t wait to become “the leader” so we can earn a bigger paycheck or have more power and prestige within the organization. […]

The post 9 Ways to be a Never-Ending Student of Service appeared first on Steve DiGioia and was written by Steve DiGioia.

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 not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. I’m flexible and adaptable. I wish more people were like that too (boy, I’ve dealt with some crazies over the years…). As a related thought, read about my […]

The post Are You Looking to Upset Your Customer? appeared first on Steve DiGioia and was written by Steve DiGioia.

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 newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to on...

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, and marketing tools. His hands-on experiences and creative idea...

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 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a....

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 […]

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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 ...

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