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
Podcast: Creating the World’s Best Client Experience
I had fun talking to Alison K in her podcast on customer experience. Here it is. 47 minutes. Enjoy ^_^ Creating the World's Best Client Experience: Mastering Your Communication Super…
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
My wife and I strolled down the Avenue in the sunshine in Gothenburg, Sweden. We went into a shoe store because my wife wanted to buy a pair of white…
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.…