Marilyn, Author at Who's Your Gladys?

Create Fierce Customer Loyalty with “Taming Gladys!”

We're excited about the proven transformative results that service teams will get from using this book. We piloted the program in Taming Gladys! with six companies and they had a lot to say about its effectiveness for creating customer loyalty.

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customer service

5 Morning Rituals to Prep for Customer Service Success

Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty   It takes energy to start

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A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works.

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When Customer Loyalty Goes Missing, What Should You Do Next?

When Customer Loyalty Goes Missing, What Should You Do Next?

Customer loyalty is important for a successful business. And when you move mountains to make customers happy, you expect them to reward you with ongoing business, right? But what

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Does Your Business Pass the Customer Service Fitness Test?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have

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10 Things to Stop Doing if You Want Happy Customers

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your

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Gladys Recommends The Endangered Customer

Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by

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Dealing with Moaners and Complainers during Emotionally Charged Meetings

Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or  complainer can suck the energy right out of the room, leaving everyone drained

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Which Customer Expectations Matter Most?

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the

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