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Vital Germaine provide content rich blogs with tips and tools to help you and your organization move forward.


Filtering by Tag: customer experience

Do you care to elevate Customer Experiences?

Vital Germaine

During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” The general consensus was surprising.


How much we care on any given day at work is relative or dependent on our emotional state at that time. In other words, our levels of care fluctuate. What is not relative is the correlation between caring and Customer Experience Index scores. CSI scores will influence your company's reputation and determine customer loyalty. When customers feel disrespected or insignificant, they simply don't return... furthermore, their reviews will effect your profits and brand strength.

The majority of executives in attendance agreed that the art of caring could not be taught. People either care or they don’t. How disappointing.

So how do you fix the problem of non-caring employees other than firing them, because on-boarding new hires costs time and money. There is a more effective solution. It consists of not only hiring the right people, but also providing great training. Teach them these 5 simple behavioral tools and they will act as if they truly care.

Leadership must first establish a culture of caring and happiness as the barometer. Then, provide those non-caring employees with actionable behavioral tools to reinforce the culture. Tools that when implemented, give the appearance of a person that does care. Read about the five tools that will make your employees deliver extraordinary experiences.

Vital Germaine

President ENGAGE

The top ten leadership quotes to live by

Vital Germaine

Strong leaders build happy, focused and inspired teams that are committed to elevate the CUSTOMER EXPERIENCE by delivering on the brand promise and living up to the expectations and needs of the modern consumer.

The leadership paradigm has shifted. We’re becoming a networking society where collaboration is key, innovation essential, heightened customer experience a must, and responsibility belonging to many individuals, not just one. There is so much more to leadership today than power and having people follow you.

The ultimate purpose and objective of great leaders is to instill belief, hope, direction and inspire greatness from colleagues and employees. 


  1. If your actions inspire others to dream more, learn more, do more and become more, you are a leader. —John Quincy Adams
  2. Leadership is lifting a person’s vision to high sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations. —Peter Drucker
  3. I start with the premise that the function of leadership is to produce more leaders, not more followers. —Ralph Nader
  4. A leader is one who knows the way, goes the way, and shows the way. —John Maxwell
  5. The quality of a leader is reflected in the standards they set for themselves. —Ray Kroc
  6. Become the kind of leader that people would follow voluntarily; even if you had no title or position. —Brian Tracy
  7. Leadership is the capacity to translate vision into reality. —Warren Bennis
  8. A leader is a dealer in hope. —Napoleon Bonaparte
  9. You don’t need a title to be a leader. –Multiple Attributions
  10. A good leader leads the people from above them. A great leader leads the people from within them. —M. D. Arnold

Love and respect should be the driving force behind leadership, resulting in enhanced company culture, motivated and engaged employees hungry to give, deliver and achieve.


If this blog was of value, please feel welcome to borrow and/or share. 

THANK YOU for reading - Vital Germaine