You’re Not Impressing Anyone (or Are You?)
Each week I end up talking a lot of different business owners across various industries.
When I ask them what makes their business unique, they almost always say something like "we
Category
Customer Experience
Customer Service 101: Don’t Call Your Customers A**holes!
Mary Bauer from Illinois is a super bitch. Do you know her?
At least, that's according to someone at Comcast who decided to change her name in their system from Mary
A Customer Service Lesson from the Worst Play in the History of Football
Some are calling it the "worst play in the history of Football."
But true fans, real fans, Evergreen fans might disagree.
In sports, we can learn a lot about customer loyalty and
Why Your Customers Aren’t That Into You…And How To Win Them Over in 2015
I hear it all the time.
“We don’t know what to blog or write emails about.”
“Our customers won't read anything we send them.”
“Our customers stay with us because we have a
When You’re Smooth Sailing
Some people would rather not rock the boat. These people are mostly stuck doing what they know and believe to be "right," and they fear the unknown.
Their universe is governed
Setting The Mood
My wife and I stayed at Trump Hotel in Toronto over the weekend.
From the moment we stepped inside, to the moment we left, the service and experience was second to
Why You Need To Stop Treating Customers Like Customers
Yesterday was Canadian Thanksgiving and after eating all the turkey and stuffing I could handle, I came home and starting sifting through a pile of mail that had accumulated last
How to Make a Great First Impression on Your Clients and Why It’s More Important Than Ever
I just returned from a wonderful trip to Whistler, BC where I spoke to almost 300 entrepreneurs and business owners.
The night before I left, I checked into the airport hotel
Are Your Customers Telling The Right Story?
Publishers Weekly is considered the bible of the publishing world.
They've printed the first public review of my upcoming book and said,
"...the lessons are solid and thought-provoking and should
prove a
How To Delight Your Customers From Day One
Yesterday my daughter and I went for a walk at a gorgeous local park.
We stopped in at a coffee shop for a break. The coffee shop was clean, but the