Getting Personal: It’s NOT Just for Valentine’s Day
Having the products and services your customers want and delivering them consistently is merely table stakes today. The real challenge is whether you get personal with customers! Let’s face it, we live in a service economy and are surrounded by service providers. Yet, oddly, we often feel that we are woefully underserved or worse –…
Guest post: PHENOMENAL Marketing Systems by Howard Partridge
For about a decade I have been blessed to work with and for Howard Partridge, president of Phenomenal Products. In fact, this year I will be one of the presenters of a leadership master class with Howard and: John Maxwell the category-creating leadership author of more than 60 leadership books, as well as Michel Gerber…
Making it Right: Turning Breakdown Experiences into Forever Customers
It happens from time to time, despite your best efforts. Your business dutifully prepares for seemingly every contingency and investigates each process fault point. Yet, once in awhile, something still manages to fall apart when trying to serve a customer. The work of researchers like Amy Smith and Ruth Bolton published in the Journal of…
How to Speed-Train Seasonal Employees
Tis the season for…seasonal employees. This time of year temporary employees swell payroll rosters, even if only for a matter of weeks. When time is of the essence (or is nonexistent), how does your business train these new recruits to be an effective extension of your brand during the boom of commerce that engulfs November…
They Want to Talk – Do You Want to Listen? How to Learn from Customers
Does your business have a mechanism for collecting and considering customers’ insights? A good, old fashioned suggestion box or perhaps something more sophisticated? What do you do with customer input that comes your way? Principle 5 in my latest book, Leading the Starbucks Way, challenges businesses to both cherish and challenge their legacy. Honoring the…
Five Points for Perfecting Customer Interactions
Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to my emails in a timely manner. The message from one organization was personal, robust with information, and warm. It was written by a specific individual, or perhaps generated to look like…
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