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Customer Experience

big data
Customer Experience
Sales
October 9, 20180Comments

If You Can’t Answer This, You’re Just Not Ready Yet

The trap of big data is that many companies can't answer the basic questions first. Start there.
Fleming Consulting & Co.
Business
Community
Consulting
Creativity
Customer Experience
Customer Loyalty
Customer Service
Dealing With Difficult Customers
Evergreen
The Customer Loyalty Loop
The Evergreen Show
Tuesday Tidbit
August 28, 20180Comments

When Saving a Dollar Costs You Twenty

My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news. As I quickly scrolled down the
Fleming Consulting & Co.
Business
Community
Consulting
Creativity
Customer Experience
Customer Loyalty
Customer Service
Tuesday Tidbit
August 14, 20180Comments

Back To Basics? No, Ever Further Back!

A colleague of mine was talking to one of the largest Canadian success stories of the last 20 years recently. They've had some turbulent times, but are still a significant player. He
Fleming Consulting & Co.
Community
Consulting
Customer Experience
Customer Loyalty
Customer Service
Customers
Dealing With Difficult Customers
Tuesday Tidbit
August 7, 20180Comments

Hold ‘Em, Fold ‘Em, or Walk? Here’s How To Know

I was talking to a colleague new to the business world who told me he had been working on a new initiative, it wasn’t working as well as expected, and
Fleming Consulting & Co.
Community
Consulting
Customer Experience
Customer Loyalty
Customer Service
Tuesday Tidbit
July 30, 20180Comments

How to Create a Showstopping Customer Experience

Last week we took the girls to see Disney's Frozen on Broadway in New York City. We happened to be sitting in front of a famous Hollywood actor. We got to talking before
Business
Customer Experience
Customer Loyalty
Customer Service
Tuesday Tidbit
July 4, 20180Comments

Honing Your Single Most Important Competitive Advantage

Last week in Newport, Rhode Island I was reminded of what a healthy and robust economy we’re currently living in. On a quiet Tuesday night, the restaurant we dined at, The
Books
Business
Consulting
Customer Experience
Customer Loyalty
Customer Service
May 30, 20180Comments

Let Go Of The Anchor – Don’t Sink To The Bottom!

Today at my gym we did the “Murph” workout. Murph is a classic “Hero” workout from the Crossfit world done every year to commemorate a fallen soldier, Michael P. Murphy. The Murph workout is not
Community
Consulting
Creativity
Customer Experience
Customer Loyalty
Marketing
Tuesday Tidbit
May 30, 20180Comments

Big City, Bright Lights, It’s Showtime!

I just arrived in New York City. Tomorrow morning I’ll be speaking to a group of over 800 people from the Broadway/Theater industry. I’ll be talking to them about an industry facing
Business
Consulting
Creativity
Customer Experience
Customer Loyalty
Customer Service
Tuesday Tidbit
May 30, 20180Comments

You’ve Got the Right Answer to the Wrong Question

This is one of my favorite business stories of all time: “Semiconductor giant Intel was originally a memory chip manufacturer. But by 1985, memory chips had been losing them money for
Business
Customer Experience
Customer Service
Customers
Tuesday Tidbit
April 24, 20180Comments

Upside, Downside, and The Problem with Slothiness

Next week I’m traveling to the UK with one of my clients. We’ll be flying business class, drinking champagne, and spending many hours talking about the next stage of his business
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