Now You’re Talking My Language
I remember back to a trip to Switzerland where my wife and I stumbled upon a fantastic bakery. The owner of the bakery only spoke German and we only spoke
Category
Customer Experience
From Dismal to Good
In the final days before opening the theme park, Walt Disney was out of money. There was still a lot of work to be done. There were lawns to be
When to Shoot the Gorilla
Are you confident that your people would know how to make a quick decision in a stressful situation?
Many companies take far too long to make decisions.
Even when companies know the
Customer Loyalty Lessons Born on the Bayou
I was in Louisiana last week meeting with a prospective client. We spent the whole day together discussing the ins and outs of his business, his company's sales and marketing
Stop Smacking Your Customers in the Face
I was in a meeting recently when someone who was quiet for most of the discussion perked up and said:
"Our customers don't want to hear from us regularly! They don't
A Billion Dollar Sales Process Learned From a Small Town Contractor
I needed some work done at my house.
I talked to ten contractors, and nine of them were awful. But the one who ended up getting the business...He was a marvel.
If
The Most Important Parts of the Customer Experience You’re Not Even Thinking About
Most people assume that once they've got a customer, that's when customer's experience starts. But they're wrong.
The customer experience starts long before the prospect has ever made a purchase, and
Quit Monkeying Around with Customer Expectations
What could a group of monkeys drinking fruit juice teach us about building and increasing customer loyalty?
Quite a lot, it turns out. Considering how much the Sea-Monkeys taught us last
How Killing The Sea-Monkeys Adds Millions To Your Bottom Line
Just ADD WATER – that's all! In ONE Second Your AMAZING Sea-Monkeys Actually Come to Life!
Seeing the advertisement for Sea-Monkeys was certainly a blast from the past for me. Many
What an Old, Old Joke Can Teach Us About Loyalty in 2016
There're a million jokes about the guy who walks into a bar; I'm sure you could tell me a few, but there’s one I heard this weekend that got me