MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter From The Editor
Engaging the Trending Generation
Seven Proven Health Benefits of Laughter
Stay True to Yourself: Avoid the Three Elements of the Compromise Trap
Another Fun Reinforcement Puzzle

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.

Letter from the Editor

Chances are, you've heard of or even experienced déjà vu. You know that feeling; when you're in a brand new place, yet you get the sense that …"You've been there before," though you don't know when or you don't know how.

But what if you're in a situation that feels very familiar (e.g. driving to work or your children's school), because you've done it hundreds of times before. Yet all of a sudden, you get the sense that you're experiencing something new. That's called, "vuja de." And, it could help you become a more innovative thinker.

It turns out that the concept of vuja de has been around for a while. Tom Kelley, partner at the design and innovation consultancy IDEO, and best-selling author, has spoken about this topic for many years. He emphasizes the importance of being able to look at familiar situations or places, yet see them anew. And, that a shift in perspective can help people become more aware of what's around them or what no one else may notice.

In fact, any great comedian needs to have the ability to look at the everyday stuff of life…in a fresh way. That's how they're able to notice what matters most or least, or the oddities that most of us miss. As you see in this clip, comedian George Carlin refers to vuja de during one of his standup acts—when he announces that he's just "experienced  the strange feeling that, somehow, none of this has ever happened before..." For comedians like Carlin, the unremitting repetition that comes with doing standup routines must have been torturous at times. No wonder he appreciates the occasional vuja de moment, even if it's fleeting ("… and then it's gone," he laments to the audience).

However, senior leaders and managers can trigger new ideas and make a measurable impact if they look at familiar ways of doing business with a fresh perspective. They just need to act like they're outsiders…as if they're seeing challenges or business issues for the very first time. Then, they're able to ask the key questions that will help them get to the heart of their organizational issues and discover new insights.

So, can a shift in perspective help you become a better questioner; and, therefore, a better leader too? Yes; so try a little "vuja de"… you might be amazed at what unfolds.
Engaging the Trending Generation
Most people don’t need to read every statistic to know that this emerging client base will demand a deeper understanding of who they are and how they want to be engaged.  

To stay ahead of the game, read on.
Seven Proven Health Benefits of Laughter
Who doesn’t love to laugh? Not only does it feel good, but it turns out that it’s good for us too. Our sense of humor may vary, but it keeps us health too.

Read on to learn seven benefits of laughter and how it really is the best medicine.
Stay True to Yourself: Avoid the Three Elements of the Compromise Trap
Think about the leaders who inspire you. Are you drawn to them because they act like everyone else or try to please others? What do you need to change to be the leader you want to be?

Click here to learn more about the “compromise trap” and three ways to avoid it. 
Reinforcement Puzzle #17
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.