Month: November 2016

Legacy Schmegacy – What Will You Be Known For?

Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the…

Thanksgiving & Your Business Year-Round

Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “ I’ve taken the liberty…

From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance

Writing in Automotive News, Vince Bond, Jr. asks a question that is mission critical for many businesses today, “How do you quickly turn an Internet search into a conversation and turn that conversation into a sale?” In general, I believe all marketing involves disruptively creating interest. Once a prospect demonstrates that interest (for example in…

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled

Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or…

Connecting With The Need To Connect: Watching People Eat Online

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customer’s basic or functional need…there are higher needs you can address to drive their loyalty with your brand. Assume for example, that you and a competitor…

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