What if the entire success of your business depended on one customer, and one customer alone? What kind of heightened focus would you have on delivering the best all-around brand experience possible to ensure that customer remained your customer? It’s likely you have tens, hundreds,… Continue Reading →
Not long ago, my wife and I visited a local pizza joint for a late dinner. The place was nearly empty when we arrived. It was also a mess; every table was piled high with the previous guests’ trash. Being a seat-yourself place, we found what… Continue Reading →
Who represents your brand out there on a day-to-day basis? Your sales force? Without a doubt. Customer service reps? Absolutely. Service providers? Yep. Anybody else having direct customer or prospect contact? Of course, yes. Certainly, you’ve empowered these official brand representatives to… Continue Reading →
A few years ago, my wife bought a sporty little Hyundai Elantra to replace her worn and torn mini-van. The styling and features played dominant roles in her decision, but the 40MPG possibilities touted by the company also factored in… Continue Reading →
Sadly, we’ve all had similar experiences. Here’s mine: Called a seldom-used vendor the other day to request a quote on a small project. Auto-attendant prompted me to dial my party’s extension if I knew it (I didn’t) or the department… Continue Reading →
My daughter had a recent interaction with no-frills Spirit Airlines. It didn’t go well. The short story: Tampa to Chicago by way of Dallas. Mechanical delay in Dallas, very poor communications to waiting passengers at the gate, eventual cancellation of… Continue Reading →
The waiter at Fore Street restaurant in Portland, Maine was just doing his job. I ordered my Bombay Sapphire martini a little dirty, just as I had hundreds of times before at hundreds of other bars and restaurants. As we… Continue Reading →
(Sir) Richard Branson gets it. That’s why he’s been more successful at starting, growing, and profiting from his businesses than you, me, and hundreds of our most successful friends and associates put together. Here “it” is, in his own words:… Continue Reading →
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