Steve DiGioia

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...

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 comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what...

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 get their lack of thoughtfulness?  Why don’t they care about the customer?  These kids have no work ethic anymore, I...

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many...

5 Ways Apple Proves They Really Care About Customer Service

There’s a reason why Apple is a leader in not only technology but customer service too.  They actually provide the vehicle(s) needed to service their customers’ needs.  It’s not based on what Apple wants but on what their customers’ need. Here’s how I found...

8 Ways Great Service is Just as Special as Your BFF

As a kid growing up in Brooklyn New York I spent countless hours with my best friend.  We were neighbors and always together.  Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together. Moving forward many years I...

Surprises Await When You Pretend To Be Your Own Customer

...how else will you REALLY know what's going on? Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.  Well, have you ever tried to be your own customer? According to an American Express 2011 Survey,...

Change Agent or King of Status Quo? Which Are You?

Aren’t you tired of hearing customers complain?  Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month?  What are you doing about it?  Are you a change agent or the king of status quo? A successful business...

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