Managers dictate, leaders remove obstacles to performance. Charlie Fewell joins Jim Blasingame to discuss how to lead employees by developing them with clear expectations and goals, including not fearing failure.
Behave like an executive, not a manager. Charlie Fewell joins Jim Blasingame to discuss how executives demonstrate leadership when they clarify, measure, model and review behavior expectations for employees.
Everything you sell is a commodity – even your basic service. Charlie Fewell joins Jim Blasingame to discuss why you should focus the measurement of your company's performance based on the value delivered that creates loyal, returning customers.
Are you measuring customer experience performance? Charlie Fewell joins Jim Blasingame to discuss how to measure whether you’re exceeding your customer’s expectations by mapping their entire experience, from greeting to technology.
Creating customer advocates requires perpetual training and leadership. Charlie Fewell joins Jim Blasingame to discuss how to specifically define the results you want in any customer interaction and train your employees how to accomplish these expectations.
Why do customers choose you? Charlie Fewell joins Jim Blasingame to discuss the importance of knowing why your customers choose you, and they touch on the 4 areas that need to be looked at: Product, Processes, Promotions, and People.
Do your products and processes differentiate you? Charlie Fewell joins Jim Blasingame to talk about evaluating your products and processes to better serve your customers and to know why they picked you, including asking why.
Do your promotions and people differentiate you? Charlie Fewell joins Jim Blasingame to talk about incentives as promotions for customers and employees and training your people to have a caring attitude to help customers pick you.
What are the attributes of a cultivational leader? Charlie Fewell joins Jim Blasingame to reveal the behavior of a cultivational leader as a manager who sees employees as individuals seeking success rather than just a staff member.
Survival in the new era is tied directly to customer retentions, says Charlie Fewell, as he talks with Jim Blasingame about how to stay focused on the customer experience, instead of what you have to sell.
