Posts featuring dr. bob deutsch

The Buzz Council Ep 12 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Top-Down Culture

The Buzz Council Ep 12 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Top-Down Culture

0 / September 18, 2014 9:03 am

As we continue to discuss the culture of a company, the Council covers the problematic trend of disconnect among leadership and the importance of even the highest-ranked executives adhering to even the most minor tenets.

The Buzz Council Ep 11 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Small-Scale Service

The Buzz Council Ep 11 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Small-Scale Service

0 / September 16, 2014 9:03 am

We talk about the expectations that individuals have for extremely small-scale service, treating each customer uniquely and specially. Deb provides some insights from her Disney experience on the ongoing challenge of first establishing this level of service as an expectation […]

The Buzz Council Ep 10 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Surprising People

The Buzz Council Ep 10 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Surprising People

0 / September 11, 2014 7:00 am

The Council talks about surprising customers with unexpected service such as reaching out with personal communication, as opposed to creating situational happiness by meeting a list of predetermined consumer expectations. Peter Shankman shares his own experience with personal communication and […]

The Buzz Council Ep 9 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Driving Loyalty

The Buzz Council Ep 9 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Driving Loyalty

0 / September 9, 2014 7:43 am

As we continue our conversation, we touch on the basic drivers of brand loyalty. Deb details a few examples and stresses the importance of integrating these into the foundation of your company culture.

The Buzz Council Ep 8 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Employee Accountability

The Buzz Council Ep 8 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Employee Accountability

0 / September 4, 2014 7:00 am

In keeping with our larger discussion, we talk about the duality of a company’s culture: every employee must support it for it to be effective, and a single employee can destroy it. To this end, the Council thoroughly discusses the […]

The Buzz Council Ep 7 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Brand Evangelism

The Buzz Council Ep 7 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Brand Evangelism

0 / September 2, 2014 9:32 am

The Council’s discussion covers the issue of consumer defection and the most effective ways brands can avoid falling victim to it – by being attentive to your consumers as people, fitting into their lives, and focusing on the customers you […]

The Buzz Council Ep 6 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Feigned Intimacy

The Buzz Council Ep 6 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Feigned Intimacy

0 / August 28, 2014 10:16 am

Our discussion continues with the issue of overly scripted customer service, creating a sense of feigned intimacy in interactions that people find off-putting. We go on to discuss the way in which employees interact with people in various environments, segueing […]

The Buzz Council Ep 5 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Hiring for Attitude

The Buzz Council Ep 5 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Hiring for Attitude

0 / August 26, 2014 7:00 am

As we talk about people’s experiences and everyday interactions with brands, we turn over to Deb Zmorenski of the Disney Institute to talk about the importance of hiring the right people, focusing on their attitude over aptitude. By focusing on […]

The Buzz Council Ep 4 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Employee Empowerment

The Buzz Council Ep 4 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Employee Empowerment

0 / August 21, 2014 9:00 am

Calling upon his own personal experience, Peter questions the concept of companies empowering employees to help customers – or rather, the concept that the desire to help a customer should be considered exceptional for any employee in customer service. From […]

The Buzz Council Ep 3 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Brand Interaction Trends

The Buzz Council Ep 3 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Brand Interaction Trends

0 / August 19, 2014 9:00 am

Peter Shankman shares his thoughts on the changing landscape of how people interact with brands both directly and via their personal networks, and Dr. Bob Deutsch shares insights on brands tapping into feelings to foster these connections meaningfully.


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