Send your customer away, it’s for the good of all!
I know this will sound crazy at first, but please bear me out. You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests that when businesses truly act like “trusted advisors” (not just…
What’s more important employee or customer care?
I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of students at the Monfort School of Business). I’ll pass along one of those questions as well as my answer and then turn that question back to you? What is more important…
A coupon away from leaving you
We’ve all heard it, “customer satisfaction is not enough.” But why not? I recently stayed at a hotel that satisfied me. They were competent in delivering a clean room at a reasonable price, but I have no intention to stay again. If I received a coupon from a competitor in there town I would be…
Do you deliver emotional value? How the little guy beat Coca Cola!
Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca Cola, one of the worlds most powerful brands, not win market share from “the Golden Kola” (a sweet fruity lemon verbena-flaored soda)? Here’s the answer in two words? EMOTIONAL VALUE…
Is your brand a myth, story, or legend?
I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or a legend. Here are some quick definitions to aid your…
USP and You
A recent About.com article written by Barbara Farfan has me thinking about my clients’ USPs. If you haven’t heard about the concept of a USP, it stands for a Unique Selling Proposition. In short it is that special something that makes you different from your competitors. To demonstrate the power of this concept, I harken…
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