How are your POPS and PODS doing?
More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym for…
Through the Mirror of Your Customer
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of their…
Predictability in an Unpredictable World: Consistency and the Power of Brand
Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.” So think about the world…
How to Lead a Rising Star {Guest Post by Mike Figliuolo}
Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here). You can learn more about Mike and the book at the end of the post. Here’s Mike: Erin joined your team about a year ago.…
Which Should Come First?
Did you hear the one about the employee who was about to be recognized for his 20th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality! Clearly that man’s employer should…
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