Seeing through the Eyes of Your Customer
Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las Vegas, I took the liberty of modifying a popular children’s logic puzzle by inserting a Mercedes-Benz E class. Can you solve this puzzle in 20 seconds? What parking lot number is…
Are your property values up? Thank Starbucks
What does brand equity get you? Among other things – happy neighbors! According to recent reports, when a Starbucks opens nearby your property values rise – alot. Before you think this phenomena occurs anytime a multi-national company opens its doors in your vicinity, the research also shows that its better to have Starbucks than Dunkin…
Would you have your wedding at Starbucks? Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company…
Segment Your Service Experiences!
Customers aren’t always right and they certainly aren’t equal, but…customers are always paying the bills! I am stuck by two groups of business leaders – those who treat customers as an after thought to profits or products and those that treat every customer equally. I have always ascribed to Peter Drucker’s adage that we are…
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…
Why it’s in your own interest to forget your self-interest
The modern world inundates us with a constant flow of information. Not wanting to miss anything, our tendency is to scan the clutter for ways to improve our businesses. Studying best practices, following experts on Twitter, regularly checking in with our favorite bloggers, we ultimately seek to be better and do better by our customers. …
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
