Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One [...]

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I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive.  While I am not a big fan of the print media overall because of how they sensationalize almost everything, I do have to agree with Tom [...]

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Interesting question, isn’t it?  The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers.  But is it really the “right” word for our times and does it really communicate what is really meant by the author?  I don’t [...]

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I wrote an entry a little while ago referencing how parasitic the media is right now and how they are literally preying on the bad news to keep themselves alive – it sucks.  I can’t say it any other way than that.  It is also why I am telling everyone I come in contact with (in [...]

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Seth Godin, probably one of the greatest marketing minds of a new era is usually “spot on” in about everything he offers up – at least I believe he is.  If you haven’t seen his blog, you have to check it out and follow him for a few weeks to get a feel for how [...]

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I just read a great article in Harvard Business Publishing, “In a downturn, please put aside pathetic platitudes,” written by John Baldoni.  The reason this is a great article is that it is “in your face” accurate on what really shouldn’t be going on in organizations. John states in the article that when times are [...]

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I get asked this question all the time, “Should we just survey our customers to find out what they are thinking?”  Or some other question relating to the use of surveys to capture customer information.  Well, it depends is my usual answer.  It depends on WHAT kind of information you are looking to acquire.  If [...]

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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 [...]

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One of the key “mantra’s” that I live by and what I strive to accomplish with all my clients is “Simplicity.”  Simple is just simply better.  I know I am taking a bit of liberty with some words here but think about it.  The world has gotten so complex that the messages and products and [...]

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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 [...]

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