Perhaps you are among the 27% of companies that are customer experience driven.  If not, you may want to read on. According to a recent Temkin Experience ratings survey, the majority of companies (2/3) want to be customer experience industry leaders.  Yet, in that same survey, consumers indicated only 28% were “good” or “excellent”; even […]

While sitting at a stoplight yesterday, on a route I routinely take, I was surprised to notice the Friendly’s at that intersection had gone out of business. As I drove on after the light turned green, the image of the “For Lease” sign was etched into my thoughts. My mind swirled, pondering how things that […]

I love my Amazon Kindle, and I use it constantly even though I recently bought an iPad.  I received the Kindle as a gift in December of 2010. Late last Fall, the Kindle started to lock up.  At first not very often, then it became more random and frequent. I searched the web and found […]

It may feel impolite to not answer in the affirmative when asked if all customers have the same value, but let me ask you this: Do all merchants or service providers have the same value to a customer? I think not! Companies that lack a customer segmentation strategy aren’t maximizing their customer lifetime value. Using […]

Note: This is an add-on to my recent post, What is excellent customer service? A necessary factor in delivering excellent customer service starts with a focus on your employees. If you want your employees to specialize in the business of customer amazement, you must show them that they are valued, that they have a voice […]

Just about everyone professes to realize the importance of customer service. And while there is no shortage of complaints regarding the overall poor state of customer service in this era, the vast awareness certainly hasn’t changed the fact that excellent customer service is NOT the norm.

Following is the post and questions for the 10/31/11 #usguyschat discussion.  The chat begins at 3PM ET, Noon Pacific all are welcome to join.  New technologies are driving new marketing trends.  These trends reflect quickly changing consumer behaviors and attitudes.  Consider the following:       Disrupting Consumer behavior trends    Josh Bernoff of Forrester […]

It’s funny how we often assume that our habits and routines are unique.  We jump to the conclusion that we’re like a little island and most folks don’t tackle things the way we do.  And while there is more than one way to skin a cat, the truth is, humans by nature share common practices […]

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” –Douglas Adams Honesty is HUGE in relationships.  Being able to rely on the truthfulness of a spouse is essential in a healthy marriage. As a parent, we train our children that lying is […]

As the calender inches closer to the start of the pro football season, neither the owners nor the players want to budge on their financially centered demands. Eventually, both sides may swallow some of their greed and concede to compromise, but for now, they are doing irreparable harm to the fan base– their ultimate end use […]