Show Me the Money: The Why of Customer Experience Excellence
It sounds like a good idea. Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? Intuition, unfortunately, doesn’t necessarily pay the bills! So should you invest money in programs designed to improve the engagement and loyalty of your customers? If so, where should you invest for the greatest return? One need only look…
Brand Independence Day: Staying in the Black from One of the Men in Black
While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in the…
Countering Terror with a Service Heart
Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering…
“Happiness is not an app on a mobile phone” – The Art of Messaging
This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey with…
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