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06Jun
This Too Shall Pass
As my consulting practice continues to grow, I’ve been fortunate enough to work with privately-held mid-market firms doing a few million in annual revenues, to…
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24May
The Best Business Coach I’ve Ever Seen – My 5-Year-Old Daughter
My 5-year-old daughter learned to ride a two-wheel bike this past weekend. She picked it up in about 15 minutes. By the end of the…
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17May
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…
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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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01Mar
Narrative Trumps Experience
Let’s play a game. I want you to picture the perfect plate of pasta in as much detail as you can. Close your eyes…
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23Feb
The Giant, Untapped Opportunity You’re Likely Missing
I told you about my miserable hotel check-in experience last week. If you missed it, find it here. But it got me thinking… Would I…
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24Nov
The Problem With Rushing Third Base
Last week I tried a new frozen yogurt shop at the mall. An employee was giving away samples. She asked me if I had ever…
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18Nov
How Walter White Is Destroying Your Company’s Marketing Efforts (and What You Can Do to Fix It)
We did a simple exercise at the recent Evergreen Summit. Participants were asked to spend two minutes writing everything they knew about their favorite TV…
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03Sep
A Better Question
Instead of asking “How can we find more new customers today?” consider the following question: “How can we make the customer experience better for our individual…