Archive for December 2019

About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it, the authors, Jo Robinson and Jean Staeheli, focused on four main themes:

  • Prioritize gift-giving to those who truly need your gifts
  • Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values
  • Seek to be a peacemaker among friends and family
  • Commit to spiritual growth

Over time, I’ve come to believe we don’t need to and quite frankly can’t “Unplug the Christmas Machine” – that machine will run even if you or I were to find a way to unplug it.

I suspect our efforts are better spent focusing on how to create humanity-rich experiences this time of year. To that end, I offer some thoughts which I’ll lovingly call “gifts” for the season. These gifts can be given to...

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For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it.

Allow me to explain…

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The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we've heard of “Cyber Grinches” who gobble up online deals for high-demand items only to resell them when scarcity drives up the price.

No matter your business, people can become – let’s call it - frayed this time of year. So, here are a few tips I’ve shared across the years to help people work through a service challenge or customer complaint. I hope you find value in them as you seek to make this a peaceful and profitable holiday season.

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The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores.

Here are some things to consider as you build a lasting customer relationship based on positive sales experiences.

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