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06Sep
Customer Loyalty Only Requires 3 Things…
It can feel like you need to pay attention to 4,584,282,221 different things in your company, and I’ve talked to hundreds of executives who feel…
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30Aug
To Reach Your Customers, Stop Shouting & Start Whispering
Do you want your prospective customers to like you and want to do business with you? What if you could achieve that before you even…
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19Aug
The Walter White Exercise
How well do you really know your customers? What about your sales people, your marketing people, your customer service people? Here’s a fun little exercise…
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16Aug
Want to Improve the Customer Experience and Reap The Rewards? Do This!
Imagine using a size 14 blue font instead of a size 12 red font and that being the difference between six hundred thousand dollars in…
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09Aug
The Strands of Customer Success (And How to Bond Your People to Your Customers)
I was in New York City last week speaking to a group at Google’s HQ in Chelsea. During a walk through the city, I passed…
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26Jul
Your Kids Aren’t Welcome Here
I spent close to 10 years working in the restaurant industry. Here’s a little secret (which you probably already know): More often than not, families…
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12Jul
How to Tell Your Customers They’re Wrong
We all know the customer isn’t always right. In his classic book Winning Jack Welch talks about the importance of Candor within a company–being honest…
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21Jun
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…
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12Apr
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…
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22Mar
How Evergreen Companies Spend Their Marketing Dollars
Let me ask you a ridiculous question… Do you think of your best customers as people who are “going to do business with us anyways,”…
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