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?…
Category Archives: Market Differentiation
What is Customer Experience 2.0 anyway?
Customer Experience 2.0 is a new way of thinking and a new way of acting. The goal of introducing the framework and approach in Customer Experience 2.0 is around two primary principles – DIFFERENTIATION and SALES. This is a unique way to combine some leading edge, inexpensive tools to create tremendous results in both these…
They’re all watching you…
Well, there certainly has been enough bad news for one week with the meltdown of Wall Street and international global markets. I’m sure 90% of all our readers have been affected in some adverse way by all this activity going on. It is clear that panic has set in and people are behaving in irrational…
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…
Blog FEED – where does content end and marketing begin…
There is a group that is interested in capturing input from bloggers, like me, that put out content on a regular basis for our readers – called Blog FEED. This is an interesting experiment and I am participating. I will let you know the results – whether it be increased traffic, increased comments, or just…
Taking it just a little farther makes all the difference…
I came across an interesting article by JAMIE HERZLICH on Newsday.com today that just compelled me to comment on. The good news is that the title of the article is spot on, “Small Business: Good Customer Service is Key.” However, I don’t think Jamie took it as far as it could be to accomplish what…
Politics and customers…
OK, so I about to violate one of the cardinal rules in public discussion – talking about politics or religion. The religion side is easy for me as I am a committed Christian. The political side is much more difficult and I won’t express my views about this yet – the jury is still out…
Give your CUSTOMERS away…
Yes, you heard me right – Give your CUSTOMERS away to the competition. OK, so maybe not entirely but in principle at least. Everyone is touting how great their customer service is or how wonderful of an experience they give their customers or how well our employees treat our customers, etc. etc. etc. Put your…
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. …