Month: October 2021

How do you inspire someone?

How do you inspire someone? I’m not sure there’s a perfect answer but here are my thoughts: Don’t dictate: suggest a path for them to follow. Don’t offer false praise: recognize and reward them when deserved. Don’t duck tough talks: help them course-correct and improve. Don’t micro-manage: give latitude within boundaries and let them own …

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Customer experience is about making promises and keeping them.

The airline industry takes a beating when it comes to customer satisfaction surveys but I have to share a great experience…an experience that set the right expectation and delivered on it. I was flying Jacksonville to Philadelphia and the flight attendant conveyed a promise and set an expectation: she said it’d be 1 hour and …

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