S4e6 The Customer Emotional Connection Edition with John Patterson

James chats with John Patterson, founder and President of Progressive Insights a member of the Chip Bell Group. He has over 30 years of executive leadership experience in the hospitality, business services, real estate and financial services industries.


He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.

Say “Thank You”

“What do you say to the nice Lady?”   You hear parents say something similar to their children all the time. The child is given something and we teach them to say thank you. It’s polite, it’s nice. It’s basic manners.   Why is it then, that in business