From Mindless to Mindful

From Mindless to Mindful

by Draj Fozard, Jesse Otta


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Product Details

ISBN-13: 9781554831395
Publisher: Insomniac Press
Publication date: 12/24/2014
Pages: 200
Product dimensions: 5.00(w) x 8.00(h) x 0.42(d)

About the Author

Born in former Yugoslavia, Draj Fozard moved to Canada as a young child and grew up in Northern Ontario. She holds a degree in economics from McMaster University and obtained her Certified Financial Planner designation and Net Promoter Associate Certification. She has over twenty years of senior leadership experience, and is now pursuing her Human Resources Certificate at Mohawk College. Draj is invigorated by her love of travelling, music, and her two adoring sons, Michael and Nicholas. She currently lives in Grimsby, Ontario, with her cats, Sam and Lily.Born in St. Catharines Ontario, Jesse Otta grew up on the shores of Lake Ontario in the village of Port Dalhousie. He is a customer experience expert in the financial services industry after a ten-year career in the car wash industry. As a hobby guitarist and an avid motorcyclist, his adventurous spirit and curious nature has lead him to explore European cultures and appreciate each journey. Draj and Jesse work for Meridian Credit Union as Director of Service and Member Experience Coordinator, respectively. They are responsible for the overall service experience and customer engagement, and act as ombudspersons for service complaints.

Table of Contents

Foreword 11

Chapter 1 From Mindless to Mindful 13

Chapter 2 The Banker and the Kid 18

Chapter 3 Satisfaction Is No Longer Enough 41

Chapter 4 First Impressions Matter 54

Chapter 5 Retail Is Detail 69

Chapter 6 Culture Is Everything 90

Chapter 7 Words Become Worlds 109

Chapter 8 The Personal Connection 125

Chapter 9 Fix the Feelings 144

Chapter 10 A Reason to Remember 162

Chapter 11 How Can You Mend a Broken Heart? 177

Chapter 12 Hearts and Minds 186

Some Final Words: Simple Truths 193

Acknowledgements 197

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