• Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

  • The brighter you are, the more you have to learn.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

  • Leadership is being the best you can be, and helping others be the best they can be.

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • Companies Don’t Solve Problems.
    People Do.

  • The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • Learn something every day. Never stop learning.

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

Upcoming Speaking Engagements

   

Contact Center Pipeline 
October 3, 2018

Sparking Creativity & Innovation in the Call Center
NH 

SHRM HR Conference
October 17, 2018

The Workforce of the Future: Prepare for these Trends & Changes
Fort Worth, TX 

Maine Health Care Association Conference & Expo
October 18, 2018

It's a Beautiful Day in the Neighborhood: What We Can Learn from Mr. Rogers
Rockport, ME

 

ICMI Contact Center Expo
November 12, 2018

Reboot Your Culture with the Power of Magnetic Leadership
Red Rock - Las Vegas, NV

ICMI Contact Center Expo
November 13/14, 2018

The Future Workforce: Prepare for These 21st Century Trends
Red Rock - Las Vegas, NV

NECCF Winter Conference 
December 11, 2018

TBD
Canton, MA

 

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