November 24, 2014 / Wise Talk Teleconference

The Customer Rules

WISE TALK December 2014: Sue Bethanis hosts Lee Cockerell, a leadership, management and service expert, speaker and author of the new book The Customer Rules:  The 39 Essential Rules for Delivering Sensational Service.

Drawing on extensive experience in the hospitality and entertainment industry, including a stint at Walt Disney World® Resort as Executive Vice President of Operations, Lee shares insights on customer expectations and tips for creating magic in your interactions with customers to win them over and keep them.

Follow him on Twitter: @LeeCockerell

November 5, 2014 / Press Releases

Mariposa Leadership, Inc. Hosts Steve Curtin, Customer Experience Expert and Author

Steve Curtin, a recognized customer service expert and author, will be interviewed by Sue Bethanis, CEO/Founder of Mariposa Leadership, on the popular Wise Talk Leadership Forum for executives on November 20, 2014.

San Francisco, CA – November 1, 2014 – Mariposa Leadership, Inc. is pleased to announce that Steve Curtin, an expert with extensive expertise in the hospitality management industry and author of the new book, Delight Your Customers, will be a guest on Wise Talk, a popular monthly leadership forum for technology executives, on November 20, 2014 at 11am PT/2pm ET.

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October 31, 2014 / Book Reviews

Book Review | Delight Your Customers

delightDelight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
By Steve Curtin

Head: (3 out of 5)
Heart: (5 out of 5)
Leadership Applicability: (4 out of 5)

Though most businesses seem keen on creating an exceptional customer experience, the customer service experience can still feel lackluster.  At the core of the issue, according to author Steve Curtin, is a failure to distinguish the difference between job function (duties or tasks in a role) and job essence, which is the highest priority – creating a promoter, a delighted customer who is less price sensitive, and positively promotes the business via word-of-mouth. Essence is that little extra something that creates a stand-out interaction for the customer, and is voluntary on the part of the employee. So what can be done to turn an ordinary transaction into an extraordinary one?

Peppered with case studies, this practical book outlines the three truths of exceptional customer service and offers seven simple ways to raise customer service levels. They are based on the premise that in everyday service situations, most customers just want to be acknowledged and appreciated.  Conveying to customers that they matter leaves an impression, turning an ordinary interaction into an extraordinary one, and inspiring customer loyalty.

Leaders interested in increasing the level of customer service in their business to improve their customer experience and generate more loyal customers will want to read this book.  Buy it now.