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 →
If you’re like most in business, your focus is on selling more of your stuff and getting it out the door, solving problems, handling customer issues, managing employees, etc. It’s a balance of day-to-day priorities and challenges. But, are those… Continue Reading →
Last week I stopped by a Dairy Queen for a mid-afternoon pick-me-up. One of DQ’s signatures is, of course, the “Blizzard,” and I’m a big fan. A Blizzard, for those unenlightened few, is simply a cup of soft vanilla ice… Continue Reading →
When it comes to buying and using a product or service, we’ve all had good and bad experiences. Chances are we’ll go back to wherever the experience has been good and never darken the halls again where it’s been bad. Not long… 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 →
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