Last Wednesday I had the distinct pleasure of speaking to one of the most influential and well respected business groups in the area – Bellevue Chamber of Commerce’s EBRT (Eastside Business Roundable). This group is comprised of some of most well known business leaders in both Seattle and Bellevue. Why was I there? They were interested,…
Category Archives: Increased Profitability
Actions speak louder than words…
One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers? What I find out there is an incredible discrepancy between what is “said” and what is “acted” out by companies. Too often a business tells its existing customers that they are the MOST…
It’s that time of year…
Just like clockwork, when the first of the year rolls around, people start to think about Planning – both personal and for their business. While many try to get the jump on things in the fourth quarter, many don’t really get motivated to do it until they open up their new calendars. Is this bad?…
Stay tuned for some changes…
In the upcoming days and weeks you will start to see some changes happening to the “Loyalty” Blog you are so used to seeing and reading. NO, we aren’t going away from the core concept that Customer Loyalty is at the heart of all corporate economics. And NO we aren’t going to stop providing you…
If you don’t know the gap…
If you don’t know the gap between what your “employees perception” and your “customers perception” you can’t make the “right changes” to build differentiation. Let me explain. Customers have a very vivid perception about what they want the experience to be with your company – right, wrong or indifferent – it is reality to them. …
Strategy – do you really need one?
When economic times become more and more uncertain this question seems to come up more and more – a direct correlation in my book. Companies start to realize that what they were doing in good times doesn’t necessarily work in weaker times so this drives the “strategy question” of what should they now do differently. …
5 Additional Steps to Customer Domination…
I wrote and article about a month ago titled, “Be Disruptive, Build Loyalty and Consistently Beat your Competition – 5 Steps to Succeeding in Difficult Times.” The article, I have to say, was a great benefit to a lot of people, at least there were a lot that downloaded the article. Because of that response…
CEO – “Chief EXPERIENCE Officer”
I have a new title for all you executives out there – Chief EXPERIENCE Officer. What do you think? I actually have used this title a number of times and have received quite interesting and positive feedback from all sorts of people. Why? Here are some of the excerpts from their comments. “The customer experience…
Keeping it simple…
The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video interview) with Colleen Barrett, CEO of Southwest Airlines. The article, “Southwest Airlines’ Colleen Barrett Flies High on Fuel Hedging and ‘Servant Leadership“, described what makes Southwest a “one of a kind” organization and the only domestic airline that can boast posting…
TRUST and LOYALTY – Maybe organizations are finally getting it?
I just read a very interesting article in the Deloitte Review (Deloitte Review is a semi-annual publication of selected articles they believe are important to their clients and potential clients) that gives a great deal of support to what we have been saying for years – building TRUST and LOYALTY with your customers is key…