Nailing the Numbers – Your Future Equals Your Customer Experience
I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally essential…
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…
Not Top Of Mind But Top Of Heart – When Branding Gets REAL
Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your branding…
The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times
In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human beings…
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