Personal Brand Vetting – THEY are Listening
As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about…
Don’t Invent – Innovate: The Art of Resolving Human Need
For me… Invention is the creation of something new and Innovation is creating a new solution that addresses a human need If I were so inclined, I could go into my garage cobble together some random materials and produce a “one of a kind” object. I could call it Joseph’s garage invention. While I might…
The Muhammad Ali Experience: 5 Lessons to Win By
Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Here are…
To Switch or Not To Switch – 4 Ways to Stop Customer Churn
According to a recent comprehensive international study conducted by Accenture, 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain and…
When it Comes to Service: Beware A Technology-Based Backlash
It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. For example, the Internet transformed the travel service industry as sites like Travelocity decreased the need for travel agents and apps…
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