Business Strategy Blog- Management Trainer- Conference Speaker
I was a working actor in New York City for many years. While I was networking or on the audition circuit, I was always puzzled by a certain phenomenon that I encountered. I would run across other people who said they were in the same business at … [Continue reading]
According to Wikipedia the definition of customer service is: "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer … [Continue reading]
As we head towards the end of Q1 in 2013, I asked my team to reach out to customers to ask the question, “What do we do differently than others in our field that keeps you a customer?” The answers were very pleasing. “You answer the … [Continue reading]
Are you blinded by efficiency? Look at your team. Let me describe one of your members and see if you can spot them. They are not the most vocal of the group. They are on time, they complete their work correctly they are self-managed and … [Continue reading]
Recently I was re-reading an article in Automotive News from December 31st, written by Diana T. Kurylko about how luxury brands are stepping up their customer service with new perks and staff training. What was interesting is that finally some … [Continue reading]
I want to speak to the managers of departments or teams for a moment. Have you listened to your team’s vocabulary recently? Not product knowledge, but what they are saying in terms of what has to get accomplished. We take our vocabulary for … [Continue reading]
Here it is, a few weeks after New Years and some of you are very excited because you have been following your 2013 resolutions. You have a sense of accomplishment and look forward to continuing down this new road. Others have given up already and … [Continue reading]
If I ask you how 2012 was for you and for your business, what would you say? Great? Good? Brutal? The reason I am putting this out is that this is the time when the pundits all begin their lists of the “Best of 2012” and we somehow feel if we … [Continue reading]
In the immortal words of Pete Townsend of The Who: Who are you? I really want to know Who are you? I bring this up because it still seems that businesses are heading into 2013 without any idea of how important constructing and … [Continue reading]
Currently the CEO and Partner of PCG Digital Marketing and PCG Consulting which works with executive management and internal teams to develop new strategies around Digital Marketing initiatives that will enable businesses to achieve their desired objectives and priorities.
I am a writer, National Speaker and Trainer and I am blessed to have great support at PCG but most importantly I have a great wife and boys to keep reminding me what is important.