Gary Magenta
Profile
Using humor and real-life case studies, Gary is passionate about developing organization leaders and managers because of his philosophy that if leaders want to change their businesses, they must start by changing how they engage their people. He has been recognized with a Stevie's American Business Award for Executive of the Year.
Posts by Gary Magenta
The Micro Business in a Big Box World
Some of the best customer experiences come from small businesses because the employees act like (or are) the owner. Let's scale that magic.
Wait, the Customer Is Not Always Right?
We all know customers are not flawless, but that doesn't mean they should leave our store dissatisfied with the experience we provide them.
Who’s Managing Innovation?
Find out if your managers are building a strong front line, which is important for the change you are striving for to happen with this quick assessment.
So, You Think You’re Ready to Innovate?
Find out with this quick 5 statement assessment if your leadership is ready to become a disruptor in the marketplace today.
Take the Disruptor Challenge
Be the disruptor, or be disrupted. Here are 6 things to think about to help you disrupt your marketplace and stay ahead of the competition.
Disruption is Not a Destination
While success should be celebrated, it's important to remember disruption is not a destination. Becoming a disruptor just puts a large target on your back.
Why Company Culture As You Know It Is Dead
Company culture must change to reflect societal trends, marketplace shifts and more. Here are three tips to a successful culture change.
How Do We Build a Global Customer Experience?
Every culture has a unique experience, and so does every organization. How do we create a consistent global customer experience.
12 Powerful Questions That’ll Make You a Better Manager
Unleash the potential of your individual employees and your team by asking these 12 powerful questions that will make you a better manager.Disruption: Are you the next Kodak or are you the next Nintendo?
Disruption. That’s a word that can be misused or even mistaken for a buzzword and it’s anything but. To be a disruptor means to evoke palpable changeLet’s Make Flying Great Again!
Customers on airplanes don’t’ want to be treated like threats and airline employees don’t want to be enforcers.Both sides must have more empathy.Customer Experience Goes To Capitol Hill
You can’t force employees to care, to be nice, to smile or to be authentic. You simply can’t mandate a great customer experience.United We Do NOT Stand… Without an Apology
The real issue was not the incident itself, it is the incredibly poor job United did in the recovery. United Airlines blew it. Plain and simple.How Microtouchpoints Can Elevate the Customer Experience
Engage your people in how important micro experiences are and how they can elevate the customer experience by making it magical.The Canned Customer Experience
A customer who has had a CX problem that is resolved to their satisfaction is actually more likely to become loyal than one that has had no problem at allTechnology is Enhancing the Personal Connection, NOT Killing it!
Online technology doesn't hamper the personal connections for good customer experience, it can help bypass the transaction and focus on the relationship!The Concierge Level Customer Experience
Creating a unique and personalized experience drives great service. It is extremely important to connect with customers to build emotional connections
