Speed has always been an important factor in CX. But is it possible to be too fast? The trick is to find the right “now”. I joined Steve Walker on the CX leader podcast to talk all about CX & how to find the right “now” in your business. Give it a listen! https://t.co/3FtqOfC6R9

I have a brand-new powerful presentation called The Time to Win. It will make your business better. And guess what? I’ve never given this presentation before. NEVER. I want you to be the FIRST to hear it! Join me on 12/6. And tell your friends! Fast. https://t.co/YVQGQKnOnf

Are you getting the most out of your word of mouth marketing? @cehouse & I talk “talk triggers” in this new episode of Closing Time, the show for go-to-market leaders. Check out the newest episode from my friends at @Insightly here: https://t.co/KpaU6H2mcI #closingtime

Why? Because if a business isn’t very responsive BEFORE they have your money, what incentive do they have to be fast once you’ve GIVEN them your money? Speed is the most important element of customer experience today. Get all the info at https://t.co/M4naMPWUn7 #timetowin (3/3)

Many of you would do the same. In fact, my new national research study - The Time to Win - found that more than 50% of customers have hired the first business to respond, even if they were not the cheapest. (2/3)

I needed to get part of my house painted recently. So, I called 3 companies. One got back to me in 4 hrs. Another company in just over a day. The 3rd: over 2 days later. Guess which one I hired? The one that got back to me the fastest. They were NOT the least expensive. (1/3)

Thanks so much. Super fun!

Thanks to The Financial Brand, Worldwide Speakers Group, and Michelle Joyce Speakers for the opportunity! (4/4) #conference #event #keynotespeaker #banks #creditunions #customerservice

Also a fun event because I got to follow Magic Johnson on stage. He’s a very nice man, and a terrific speaker. He’s so disarming, which is not always the case with celebrities. (3/4)

I taught them my 4-step Hug Your Haters system & the feedback was incredible. So many of these leaders struggle day-to-day with customer & member negativity. In fact, at the book signing, multiple people told me they received customer complaints WHILE I WAS ON STAGE! (2/4)

Loved presenting today at the Financial Brand Forum in Vegas, with 2,500 bank and credit union professionals. My theme: How you handle negativity not only reduces customer defections, but gains you new customers because customer service is so often a spectator sport today. (1/4)

I talked with @AdrianBradyCesa on the @cxchronicles podcast about why business emphasis may shift next year from customer acquisition to customer retention. Give it a listen! https://t.co/76NwTbRgsW

Super excited to head to Vegas with @Siteimprove for the Financial Brand Forum (FBF)! I’ll discuss the critical steps necessary to delight & retain today’s banking customers. Can’t wait to see you all there next week, November 13th - 16th. Check it out: https://t.co/qtagojF7xb

My new national research study - The Time to Win - finds that consumers are OVER the pandemic-oriented excuses for businesses being slow to respond, reply, ship, deliver, and more. The entire infographic and the study are available at the website. #timetowin #research #speed

Next up: How to Exceed Customer Service Expectations! Customers expect more than ever....especially online and in social media. I'm teaming up with @ICUC & @glossier to discuss (live, no cost) how you need to enhance customer service in 2023. Register:

Two webinars you’ll want to join this week! First: 5 Steps to Overhaul Your SEO. I'm joining Jenna Watson for a live training with my pals at @DAC_group about how to handle modern SEO. (1/2) Sign up here:

Google search engine results pages look a lot different than they did just a short time ago & 2/3 of consumer searches result in NO clicks whatsoever. So what do you do now? Join me & Jenna Watson as we discuss 5 steps to overhaul your SEO! Register here: https://t.co/MAYvtr6EAx

Terrific to be back in Toronto! My first keynote in the North since COVID & I loved it. An absolute honor to work with 100's of @DesjardinsINS agents at this event. They work hard for their clients & the company’s commitment to client service is really impressive!

A thrill to be back on the fantastic Marketing Over Coffee podcast. Loved chatting with the genius @cspenn about consumer patience, business speed, and the impact of responsiveness on customer experience. https://t.co/gtzwh7sA8E

Ultimately, all consumers are getting sick, tired (or sick and tired) of businesses using pandemic-oriented excuses for sub-standard customer experiences. It’s just that men got fed up first. Do you agree? #timetowin #research #speed #customerservice #business