InCite Performance Group Blog

Back to the Future

Posted by Maura Derstein on Oct 27, 2015 9:30:00 AM

Recently, the original Back to the Future movie hit a milestone.  We just reached the date Marty McFly had programmed in the DeLorean, October 21, 2015. By now, we expected to be teleporting our conversations and riding in flying cars.  Check out this cool video from Lexus.

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Topics: Client Experience, Planning

WOW Them With Your Client Experience!

Posted by Brandon White on Jul 28, 2015 12:00:00 PM

Recently, I had the rare pleasure of a vacation. I mean a real vacation. The kind where you return physically, spiritually and mentally better for being there. It is what a vacation should be. My beautiful bride and I went to the Dominican Republic, as we have been there several times before and it is a favorite getaway for us. It was on the return trip I witnessed something exciting in an average transaction. 

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Topics: Client Experience

Building Agency Culture with Language

Posted by Maura Derstein on Jun 23, 2015 7:51:06 AM

LANGUAGE DRIVES CULTURE…I’m not sure if there is a more powerful phrase in life. The language we use determines the culture of our team, our workplace, our family, EVERYTHING. Language builds you up or tears you down. Words help you achieve goals you never thought possible or paralyze you in disbelief.  How we communicate with our clients and our colleagues, results in either a remarkable or unremarkable experience. Unfortunately, most organizations tend to forget or not invest in this important culture shaping detail.

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Topics: Client Experience, Culture

We Get What We Reward

Posted by Mary Fran Mullan on Jan 20, 2015 9:00:00 AM

As an Operations Director, I spend a lot of time working with, planning for, and thinking about the service teams of our company.  We are the ones, after all, who deliver the promises, who fulfill the client experience.    

We focus on ideas such as consistent work flows, efficient technology, industry education, skills development, proactive customer service.  These are just a few of the areas we target to create and deliver the experience we truly strive for. 

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Topics: Client Experience, Attracting Top Talent

My Favorite Season of the Year

Posted by Mary Fran Mullan on Mar 31, 2014 8:30:00 AM

My favorite season of the year has come to a close.  No, not winter (and that seems to be never-ending this year).  I’m talking about Girl Scout Cookie season, or more specifically, Thin Mint season.  As I sit staring at my last remaining box of Thin Mints, I think about my own days of selling these delightful round wafers of joy.  But I also think about what the annual ritual of selling Girl Scout Cookies can teach all of us about sales.

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Topics: Sales, Client Experience

Why You Should Eat Your Dessert First

Posted by Mary Fran Mullan on Oct 22, 2013 9:30:00 AM

Last week I attended a two-day class at a Hilton hotel near my home.  There were about 150 people in the class, and each day at lunch some in the class headed out to local restaurants to eat, but most stayed at the hotel for the mid-day break.  This Hilton had but one restaurant, and they prepared as any hotel would for a group that large – with a buffet. 

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Topics: Client Experience, Retention