November 14-16 | Scottsdale, Arizona | Steve Wozniak + 50 more inspiring speakers

There Are No ‘Bit Parts’ in Customer Service

By October 12, 2016 No Comments

If you're onstage, performing in the theater, it’s impossible to not matter. No matter how small the role, you need to be giving it 100%, doing what you're doing purposefully and in character, with your costume in place and your makeup perfect. Because if you're visible on that stage, you either improve the audience’s experience or you detract from it. There’s no such thing as a “small part.”  

Substitute “customer” for “audience,” and the same thing is true. There’s no neutral in customer service or in creating a customer experience. It’s always possible to improve the experience for customers via your presence, or to detract.


Do Business Conferences Live Up to the Dream?

By October 11, 2016 No Comments

Last, week Salesforce wrapped up its annual Dreamforce conference in San Francisco where an overwhelming 170,000 attendees flooded the city for the event. While it may seem like the average tech conference gets bigger and flashier each year, it’s important to address the value and purpose of these conferences and how they will help actually meet business goals.

We created the below infographic to explore what makes a successful business conference, how these have evolved over time and why our very own NextCon can provide the purpose, perspectives and advice your business needs.


Mondays with Mike: 5X the Profits: Running 5 Businesses, All at the Same Time

By October 10, 2016 No Comments

You may think it sounds crazy, but I run five businesses.  I have a small manufacturing company, a consulting group, a membership organization, my public speaking business, and an augmented reality tech company.  Okay, I admit that it’s a lot to juggle some days.

But it’s doable.  And in fact, it’s doable with less effort than you’d imagine.  Don’t believe me?  Look at Richard Branson.  At the ripe old age of sixteen he started his first business, and now the man’s worth billions – all from a slew of companies that he somehow manages to run simultaneously. 

Not sure you could do it?  The following strategies make it possible:


How to Maintain a Healthy Lifestyle in the Office

By October 7, 2016 No Comments

As work demands increase, many office workers are finding that there is just not enough time in the day to focus on personal health. White-collar employees often forgo exercise and develop unhealthy habits to maintain productivity.

The good news is, while getting 30 minutes of exercise a day is recommended, it is not the only way to combat the negative health effects of an office environment. In fact, by using some of the recommendations below, you not only can maintain but also improve your health during the workday.


Faulty Thinking and the Customer Experience

By October 6, 2016 No Comments

The “curse of knowledge” is a term for the error in thinking – the cognitive bias – that can spring up whenever there's unequal knowledge, or an asymmetry of information for instance, between you (the service provider) on one side, and the customer on the other. It can be a barrier to connecting with customers in the disciplines of customer service, sales, and the customer experience. It’s a factor in why the user experience so often suffers from mis-designs.

Let’s look each of these areas and how the curse of knowledge manifests itself.


5 Ways to Make Your Company Look Like a Big Business

By September 29, 2016 No Comments

Owning a small business has a lot of benefits; you are independent, agile, and can provide great individualized service.  There is a common misconception that huge corporations are often more trustworthy and successful compared to their smaller counterparts. While this isn’t true, here are a few simple ways to make your business look much larger than it actually is. 


5 Ways to Reduce Small Business Stress Through Positive Thinking

By September 28, 2016 No Comments

Part of the exhilaration of owning a small company is the flurry of unpredictable activity needed to satisfy customers and grow the business, typically with limited human resources. Unfortunately, with an eye on the prize, you see value in these experiences, but your employees only see the stress.

Frequent changes in direction and focus are necessarily the rule in most small businesses, but change is known to be a top-stressor for most individuals. If you can't effectively ease the tension, your employees are likely to burn out, assuming that they don't flee to more relaxed positions at other companies.