It just wouldn’t be appropriate to not have at least one blog entry related to the Olympics – this is my first (and maybe last). I saw a great comment from the biggest name in the Olympics, Michael Phelps, and his coach, Bob Bowman that I felt needed to be discussed a bit. In an…
Category Archives: Customer Service
Customers DEMAND more than niceties…
I just read an article that I wanted to share with you. It is called, “Three Uncustomary Customer Service Mindsets that Deliver.” The reason I am pointing it out is that this is very typical about what most articles on customers experiences focus on – delivering exceptional service. So is this good or bad? Most…
Dumb it down for best results…
Today I read two blogs that were focused on something we have been preaching for many years – if the “lowest common denominator” in your business (customers and employees) don’t get it, nothing will change. The first blog post actually led me to the second post. The first post, “Dumb it up, People,” was posted…
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…
Don’t be fooled again…
I just read an interesting article in Marketing Profs that I wanted to share with you. The article, “Three Uncustomer Customer Service Mindsets that Deliver,” gives the reader three different ways to potentially build a better experience and loyalty. I left a comment on their site that basically said, good idea, but not something that…
Starbucks – a lesson we can all learn from…
Since I live in “Starbucks land” and “Microsoft land” there doesn’t seem to be a day that goes by where there isn’t some article on Starbucks in the papers. The latest is on the extensive layoffs this year and next year and the store closings all over the country – or should I say the world! …
Experiences are everywhere – especially on vacation!
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…
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…
I’m inspired…Lovemarks
I have been reading and listening to some speeches given by Kevin Roberts, Worldwide CEO of Saatchi and Saatchi, one of the most respected and revered advertising agencies in the world. Why, you might ask, would I be reading and getting deep into what an advertising agency is doing? Great question – let me explain….
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…