How to turn mission into vision
I have been talking a great deal about service-centricity as the foundation for customer-centricity. Let’s further that discussion to examine what it takes to execute a service-centric business strategy. I will be using the UCLA Hospital System because of my intimate knowledge of their operations, thanks to the opportunities afforded to me to work with…
Are you service-centric?
Previously, I’ve shared 4 customer interaction strategies that businesses either consciously or inadvertently deploy. Those strategies are product-centric, service-centric, customer-centric, and customer-adaptive. I hope I communicated that whichever strategy you choose is less important than how effectively you execute it. I will skip over product-focused business strategies and begin with a service-centric approach. Does your…
Shakespeare and Business
Hamlet…”To thine own self be true.” I sometimes wonder if leadership experts that I admire, like John Maxwell, ever make business missteps? If they do, what can I learn from them? To my surprise at an international speaking event recently, I was asked a similar question. A lady stood up during a question and answer…
4 Key Business Strategies
Do you really know what strategy your business is following with regard to products, customers, service, and experience? I was impressed recently by the work of Ismail Pishori and his team at Telus of Canada. Ismail works primarily with financial companies in Canada, essentially helping banks and credit unions develop strategies to position themselves in…
6 Keys to True Leadership
I am convinced that many leaders inspire followership through words alone but truly great leaders transform those words in action. One such example of great leadership is demonstrated by a colleague of mine – Karl Mecklenburg. Many of you know Karl as a six-time pro bowl linebacker and a former NFL legend for the Denver Broncos. He also happens to be a well-respected speaker and author…..
8 Best Ways to Get Consumers’ Attention
Stop trying to sell me your stuff when you have no concept what I need. Ok there I said it! I am convinced social media offers amazing opportunities for all of us to communicate with contacts, prospects, and customers. However, the entire space is becoming cluttered with people who skip relationship building and jump directly to pushing their offerings down the throats of complete strangers. Instead of utilizing the power of Facebook or Twitter to enhance trust, likability, and familiarity, these in-your-face marketers could care less who you are and care only about sending intrusive direct messages to anyone unfortunate enough to reciprocate their request for contact. This blog ways to credible gain the attention of customers
8 Best Ways to Get Consumers' Attention
Stop trying to sell me your stuff when you have no concept what I need. Ok there I said it! I am convinced social media offers amazing opportunities for all of us to communicate with contacts, prospects, and customers. However, the entire space is becoming cluttered with people who skip relationship building and jump directly to pushing their offerings down the throats of complete strangers. Instead of utilizing the power of Facebook or Twitter to enhance trust, likability, and familiarity, these in-your-face marketers could care less who you are and care only about sending intrusive direct messages to anyone unfortunate enough to reciprocate their request for contact. This blog ways to credible gain the attention of customers
Define and Refine
In my book The New Gold Standard, I advance a business principle which I labeled “define and refine.” The principle emphasizes the importance of defining the experience you want customer’s to have with your staff and explores how to refine that experience based on what is relevant to your customers. While several chapters of The…
Better Numbers Better Connections
This last week I had a number of podcast listeners contact me about the fact that I have removed most of my archived segments from my podcast site. Let me assure you that I am currently working on a special project that will allow all of you to not only access those podcast archives but…
What is the world coming to?
This is a question, I often remember my father asking, normally the question was followed by his sense of dismay about how some innovation was likely to ruin the way things have always been done. While I typically, think of myself as someone eager and ready to embrace change, I found myself sounding a lot…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
