Yes, I Had a Great Customer Experience
Good customer service seems in short supply these days and we are almost surprised when we encounter it. A recent experience demonstrated the power of showing customers you care. Read more.
That’s Not What I Understood
Setting clear expectations with clients, customers and colleagues is vital in business. When you don’t do this well, there is a world of hurt and frustration. Here are a few basic yet often elusive tips to setting expectations.
This Is One of The Most Powerful Communications Tools
Empathy is key to effective communication. When you get to step inside someone else’s world and understand what is driving their actions, you can achieve breakthroughs. Empathy is about respect and respect leads to trust.
The Most Important Question You Have to Answer
If your stakeholders are asking: "Why should I believe you?", you have lost their trust if you ever had it. Trust is the foundation of business relationships. Find out how you can build trust with those most important to you.
The Secret of Communicating Value: Trust
Two experiences with service providers on the same night reminded me of a key tenet of value creation: mutual trust between your enterprise and your clients, customers, donors or partners.
Communications: Reducing the Trust Deficit
Brian Williams may have disappeared from our television screens. But the issue that led to his becoming the news instead of merely reporting it, has not—and that is, trust. For a journalist who is supposed to seek and tell the truth, embellishing the truth is careless malpractice.