The Laws of Brand Storytelling – Delivering your Brand in Moments and Memories
The Native American Hopi tribe have a saying that goes, “Those who tell the stories rule the world.” Storytellers certainly have been a powerful force throughout history and may even be more important today thanks to the amplification of their messages through the internet. While I love the Hopi saying, I have taken storytelling license…
No Joke! The Role of Humor in Customer Experience
Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills (Humor, Play and Laughter – Stress-proofing life with your kids). I became a student on the topic because I wanted…
Abundantly Moving Beyond Business Fear
Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a…
Take Service Communication to the Next Level
Waiting for Your Email: For the Good of Humanity, Please Reply What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed…
Business Sustainability – Convenience, Speed, and Choice
In my house, we called it “Torture Us” as a synonym for Toys “R” Us! Goodbye Toys “R” Us and Hello Your Sustainability The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those other…
Strategic Positioning | Is Your Customer Experience Agile Enough?
From Machines to Living Organisms I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius The genius of this collection of talented individuals was…
Customer Experience Lessons from Television Advertising’s Biggest Day In America
First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it…
Retail Armageddon, Chupacabra, and Other Myths
A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5th, Retail Armageddon: More bankruptcies in four months than all of 2016 June 3rd, It’s a retail Armageddon as over 1,000 stores close in one…
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