How Employee Frustration Impacts Customer Experience
Antoni Lacinai 25% of employees take out their frustration on their customers! And I was one of them...Granted, it was more than 30 years ago, but I still remember it…
Alison K and Antoni Lacinai
Creating the World’s Best Client Experience: How Communication Becomes Your Competitive Advantage
A great client experience does not happen by accident. It is created through every conversation, every interaction, and every moment where a client decides whether they feel valued, understood, and…
Focus On Customer Experience
Honored to be a guest on Benjamin DelGrosso's podcast, here on Youtube: https://www.youtube.com/watch?v=FoxE-dwN3Yo
Global keynote speaker Antoni Lacinai
You get the team and customers you deSERVE
Here is a true story that shows just how great you can serve clients if you have the right mindset: It was late Wednesday evening when I went into the…
Don’t focus on features when you sell. But don’t focus on benefits either…
https://www.youtube.com/watch?v=vvCMGXC2Ljk&feature=youtu.be
Spray people with positive feelings, illustration by Antoni Lacinai
Spraying People With Positive Feelings: How Small Actions Create Great Experiences
Sometimes the smallest gestures create the strongest memories. A kind word. A thoughtful action. A simple moment where someone feels valued. These moments often cost very little, but their impact…
Keep it SIMPLE – not stupid!
It is much easier to be complicated than to be simple. All you have to do is to be lazy and somewhat knowledgable. I view Communication maturity in three steps.…