Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are
I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet”…
Blessed are the Peacemakers. They will Experience Business Success!
Leadership guru Brian Tracy has been kind enough to endorse a number of my books and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is “Set peace of mind as your highest goal, and organize your life around it.” The older I get the more value…
Easy Wins
Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel. It’s hard not to notice, however, how our great escape efforts are often marked by so much preparatory and participatory stress. Marketing guru (and a man who was kind enough to endorse my Zappos Experience book) Seth Godin recently posted…
Mystery, Sensuality and Intimacy – Loving your Customer and your Message
Here’s an exercise for you. Try to go one day without seeing an advertising message. Ok, how about an hour? Some subtle, others overt, marketers are finding us in as unsuspecting of places as the bottom of golf holes. Every business is talking at customers. But what makes that chatter banal or brilliant? For a…
True or False? Measuring Performance Leads to Better Service
If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report. In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer support and fosters self-service and engagement, studied the use of analytics and their impact on…
Beloved Brands Think Differently
Working remotely, I am sitting in a Starbucks with my laptop. (As you may have surmised, I’ve been having a substantive long-term relationship with the brand.) Across the way, a woman was also working away on her computer when…it happened. A keystroke run amok sends her beverage sailing across the table and onto the floor,…
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…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
