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Love it or…
I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive. While I am not a big fan of the print...
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When will they get it…
When are companies going to GET IT – the customer has a voice about the experience they want from a company. Unless companies can dial into this experience, they will become irrelevant. A great...
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Actions speak louder than words…
One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers? What I find out there is an incredible discrepancy between what is “said” and...
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Sorry for going “Dark” on you…
I wanted to apologize to my readers for going “dark” the past four or 5 days and my blog being down. Unfortunately, this was not something in my control and didn’t even know it was happening until a...
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It’s all about the customer experience…
There almost isn’t a day that goes by where I don’t hear someone tell me about how they lost a customer to their competition. Upon further inspection there are all sorts of reasons such as price,...
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Back to basics – start with “Raw” information…
For some reason this past few weeks the discussion about “how to collect customer feedback to improve the customer experience” has come up so I wanted to address this and hopefully get everyone back on...
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It’s all about…….YOU
I have a problem. The problem is that I am actively engaged in speaking, writing and consulting in the area of Social Media. Why is that a problem? Because I am all about “what can I do for you” in...
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Nashville delivers an experience – but did it build “Loyalty”?
Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing...
View ArticleCustomer Loyalty just doesn’t happen…
One thing I have noticed over the years is how important something can be to someone and yet how little attention they give it. Take for example a relationship with someone. How many times do you see...
View ArticleWhen CRISIS can build LOYALTY…
One of the blogs I regularly follow is Seth Godin. Why Seth? He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of...
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