Well, I am down in the Bay Area for some soccer with my daughter and some vacation for a couple days of vacation with my wife. As usual, it is hard to go anywhere or do anything without seeing what experience you are getting and how they compare to what you expect – just a…
Category Archives: Promises
No. 1 issue – “We don’t really know our CUSTOMERS”
Over the past several months there is one comment I have been hearing consistently from top executives, middle management and marketing professionals. They are all telling me, “We don’t “really” understand our customers all that well and what motivates them to be loyal. In fact, we aren’t really sure what experience we can offer that…
“Marry Your Customer” – Well, sort of…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…
Taking E-Myth Thinking to a Higher Level with Promises
I have recently been introduced to the entire E-Myth philosophy and way of thinking by some colleagues and wanted to share some thoughts and comments about it. After reading through their book, “The E-Myth Revisited: Why most Small Businesses Don’t Work and What to Do About It” by Michael E. Gerber, I quickly saw some…
Oxymoron: Comprehensive Sales and Marketing Plans (Comprehensive?)
Today I was browsing a website that lists member requests for assistance with various business issues. I have never really taken the time to look at what type of requests are on the list, but for some reason, I was curious today. It was laden with the usual requests for IT system selection help, recommendations…
Business Alliances – Upcoming Seminar
Heads up to anyone that’s considering a Business Alliance. There’s an upcoming seminar this Wednesday, November 7 at the Columbia Tower Club. Customer Experiences Inc. is currently examining several business partner relationships that will enable us to leverage and rapidly deploy our simple, powerful approach we call our Promises Architecture ™. I will be attending the…
Promises and Commitments – Changing an Organization
The other day, I was interviewing a group of people from a customer of our client. We routinely ask about Promises our client has made, and whether keep those Promises are kept in the course of their relationship – it’s part of our approach. And an interesting question came up that I thought was compelling enough to…
Promise Think is Good
It’s midnight, and I’m wrapping up a few edits on a proposal for a Promise-Driven Strategy. The company is interesting and unique, as they all are, but this one is a little more so. Necessarily, it forced us to think about how best to adapt our Promises-Driven approach to the situation. Call me a geek…
Business Mission – A Mini-Series
So what about Business Missions? While it’s popular these days for CEO’s to have the “Mission Statement” hanging in the lobby and lunch room, few businesses actually LIVE their Mission Statements. It’s hard to do! No matter how well-crafted the Mission Statement is, it is extraordinarily difficult to get an entire Organization aligned with such a…
PROMISES – why has the exception become the NORM
I am really bothered these days by the word PROMISES – not by the definition or the word but by how it is being used or misused in business today. Let me explain. How many of you, like me, have been promised something from another business (products or services) and then just have this promise…