Month: May 2014

How to turn problems into customer loyalty

I recently visited a store to make a return.  I suspect that few people relish this particular type of retail encounter – not the employees, not the customers. Both sides often seem prepared for a debate at best and an argument at worst.  It is an unexpected relief when the experience is seamless. The product…

How to Float a Complaint

Imagine – a picturesque resort retreat near a lake. To take full advantage of its serene surroundings, the resort offers canoes in which guests can paddle onto the lake to enjoy nature’s splendor. You are all set to hop in a canoe and enjoy the nature at her best but despite unused canoes at the…

Guest blog by Bradley Taylor: Is lack of marketing education letting your firm down?

It is my pleasure to introduce you to my guest blogger from over the pond. Bradley Taylor joins us from Derby, England to discuss the risks of limited marketing knowledge…. Is lack of marketing education letting your firm down? Many firms lose potential clients and business partners as a result of poor marketing strategies. In…

Who Are Your Customers?

We don’t often think of Starbucks as being the new kid on the block.  Yet, India Real Time, a blog published by the Wall Street Journal, fairly recently reported that the majority of India’s population of 1.2 billion people have never heard of it.  Rather, their equivalent café experience is with Café Coffee Day (CCD)…

Salespeople are the Real Super Heroes

Jeb Blount, author of People Buy You was kind enough to offer a guest blog for your enjoyment this week.  I will provide my blog later in the week but am grateful to be able to share Jeb’s thoughts… Let’s get real. The world continues to wallow in an economic malaise where unemployment is high…

The Conundrum of Consistency: When More Becomes…More of the Same

Consumers value consistency.  Consistency of service, consistency of product, consistency of availability, particularly when we travel.  But consumers also value the unique and, of late, the local – that feeling of having discovered a secret gem.  As a business owner, how do you cater to this perplexing paradox? Many brands enter communities and appear “out…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article