Customer Service / Patient Experience Can Make Or Break A Business
Keynote Sessions
Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.
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Customer satisfaction
How Do People Respond After Seeing Barbara On Stage?
Videos & Reviews
Blog
The First Ten Seconds: How Your Greeting Shapes the Entire Customer Experience
Whether the interaction begins in person, over the phone, or through email, one thing remains consistent: the greeting sets the tone. In customer service, those first ten seconds determine whether the other person feels welcomed, valued, and safe to communicate or...
Why Great Brands Don’t Avoid Complaints — They Amplify Their Response
Every business faces complaints.But here’s the real truth: it’s not the absence of complaints that builds loyalty — it’s how you respond to them. Negative feedback can feel like a gut punch. It’s a direct critique of your team’s hard work. But what if we stopped...
From Frustration to Fanatic: Turning Negative Feedback into Brand Loyalty
Every business, no matter how exceptional, will inevitably encounter negative feedback. It's an unavoidable part of the customer journey. For many, a scathing review or a frustrated complaint can feel like a punch to the gut, a direct attack on their hard work and...
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