The marketoonist’s take on “customer experience” – SCN Encourager

What are the odds? That marketoonist Tom Fishburne would poke some fun at “customer experience” during the exact same time I am highlighting our January 22 “customer service” Lunchinar. I guess this proves for a fact that great minds really do think alike! I only wish I had one of them. Dang it! As of…
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Level up customer service in your schools. [A brand new Lunchinar!]

You’re invited! On Tuesday, January 22, we’re launching the 2019 SCN series of monthly Lunchinars! Now what’s a Lunchinar? (In case you didn’t already know…) It’s a FREE live streaming “lunch & learn” event that runs from 12:15 – 1 pm. [Sign Up Here.] Imagine a 45-minute friendly get-together with other school leaders and communicators eager to keep growing in…
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Boo! (This really is a scary thing to the Navy Seals.) – SCN Encourager

I’m serious. “Boo!” is something the Navy Seals are trained to avoid. I don’t like surprising “Boo!” scares, either. But that really isn’t much of a shared connection, is it? It hardly catapults me up to their elite level. (Dang it!) Besides – in the real world of the Navy Seals –”Boo!” is just another…
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First it was Scrooge. Then it was the Grinch. Who’s next? – SCN Encourager

Maybe Scrooge can carry around Christmas in his heart 365/24/7. But am I the only one who thinks doing this is kinda hard? I guess getting into the true spirt of the season at the 11th hour is always possible, though. Even the Grinch caved. Giving us yet another popular holiday-transformational story. In contrast to…
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Before the glut of leadership gurus today, there was this guy. – SCN Encourager

He’s wise. Extremely experienced. And certainly has proven himself to be open to change. (albeit after a bit of ghostly mentoring…) But nevertheless, whatever it took for him to embrace a new personal paradigm, ol’ Ebeneezer certainly has now set the bar pretty high, don’tcha think? Dang it. It’s one thing for me to not be…
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Can you help me out with a problem? – SCN Encourager

Okay, here’s what I’m wrestling with. I can’t figure out if I’m now “writing up” to Harvard Business Review’s standards… or if they’re starting to woefully “write down” to mine. I’d be curious to know what you think. Now truth be told, I only saw these two tweeted-out HBR articles after my eyes first locked…
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C’mon. Tell me this one isn’t true. – SCN Encourager

Holy cow! Marketoonist Tom Fishburne nails it again, don’tcha think? His brief commentary about “the voice of the customer” (or parent… or staff member… or…) definitely sums up the problem with today’s bent on non-stop survey-taking. Give it a peek. And here’s a clip: “If we truly want to hear the voice of the customer, I…
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Do you know the all-time most popular radio station? – SCN Encourager

Hopefully, you’re a better guesser than I am. My incorrect answer was WJR 760AM (Detroit). That was the station I listened to… always enjoying Tiger games called Hall of Famer Ernie Harwell and his partner in the booth Paul Carey. Really, I can’t imagine a radio station ever being bigger or more popular than WJR.…
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How’s your “boilerplate” working out for you?

1st in a series of 8 Basic Tools for Effective Communication . . . Topic: The Boiler Plate Remember to PATTB!* *Pay Attention to the Basics I enjoyed reading the posts about Jamie Volmer on the SCN homepage.  While I agree with Volmer’s conclusion (epiphany?) that we can’t run schools like a business, I would suggest…
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The Walmart holiday bear. (Aw, my kindred spirit…) – SCN Encourager

Walmart sure scored a touchdown with this one. Did you see it? It wasn’t easy to find because (so far) this ad only ran in Canada. Here’s the YouTube link. It hit home with me. (and I’m guessing it might with you, too!) How so? Well, in an engaging way, the ad touches on –…
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The trick to hitting your target every time – SCN Encourager

This tip comes immersed in controversy. (Gotta love the internet!) The story goes like this. For more than a decade – pastors, politicians, and leaders of all stripes have referenced the same Charlie Brown comic strip. They describe how Charle Brown is shooting arrows and hits the bullseye every time. Not that he’s a good…
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The perfect survey question (I found it depressing) – SCN Encourager

Survey experts know the importance of asking the right questions. They also know most survey respondents (good decent folks like us) don’t make their jobs easy. While survey experts typically want to probe our feelings – to better understand the emotions behind our decisions – the good decent survey respondents like us typically give answers intended…
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