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…
Category Archives: Trust
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…
“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…
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…
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…
Promise-Driven Organizations Deliver!
Welcome to a new blog about Promise-Driven Organizations. Let’s face it – ALL of us as we journey through life, want to know what to expect from others. We want to know if we can rely on others to do what they say they will do. This is true in family situations, friendships, business, and…