How to Turn Customer Service Mistakes Into Happiness
In today’s emotion economy, the best service providers design for and deliver positive emotions. Find out how you can use mistakes to create customer happiness.
Mark is recognized globally as an expert on leadership, customer service and organizational performance.
A member of the National Speakers Association Speaker Hall of Fame, he is the author of 8 books including the international bestseller, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary
Into the Extraordinary.
Mark teaches his clients to BE EXTRAORDINARY™.
The One Thing Great Leaders Have in Common
What is the one thing all great leaders have in common? Find out in the article based on Mark’s newest book, The Intention Imperative: Three Essential Changes that Will Make You a Successful Leader Today.
Reactions Provide Clues but Not Conclusions
When you are giving a presentation, what can you really tell from the audience reaction?
The Dangers of Overthinking and Underthinking
There are two common dangers of thinking. Find out what they are, how to avoid them and how to think better.
Speaking: The Art of the Fast Start
The first few sentences of any speech set you up to win big or fail spectacularly. Find out how you can use the art of the fast start to capture and keep attention.
What a Football Coach Can Teach You about Getting Better
Think you can prosper without getting better? Learn the dangers of the “status quo.”
Better than Best Practices
Best practices, ironically, aren’t the best practices to pursue. Find out how to go beyond best practices to better practices and next practices.
Unqualified Happiness
When you qualify happiness, you diminish it. Learn how to avoid making this mistake.
Observations from a Small Town
I’ve grew up on a farm and have lived in big cities, but here I make some observations about small towns.
Two Clues a Leader is about to Fall
When a leader falls, we are often surprised. But upon reflection, we often find that there were clues prior to their failure. Learn two of the most common.