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Category

Loyalty

Customer Experience
Customer Loyalty
Customer Service
Leadership
Loyalty
Sales
Tuesday Tidbit
June 6, 20170Comments

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 larger companies doing over $2-5BN
Business
Consulting
Loyalty
Success
Tuesday Tidbit
May 24, 20160Comments

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 weekend, she had built up
Customer Experience
Customer Loyalty
Just Plain Stupid
Loyalty
Retention
Tuesday Tidbit
May 17, 20160Comments

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
Customer Experience
Customers
Loyalty
Marketing
Retention
Success
Tuesday Tidbit
April 12, 20161Comments

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
Business
Customer Loyalty
Customers
Loyalty
Marketing
Peak Retention
Success
Tuesday Tidbit
March 22, 20161Comments

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," and therefore, don't need that much
Consulting
Customer Experience
Loyalty
Opportunity
Sales
Tuesday Tidbit
March 1, 20160Comments

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 for five seconds, and see it,
Business
Customer Experience
Customer Service
Loyalty
Opportunity
Sales
Success
Tuesday Tidbit
February 23, 20160Comments

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 have paid, say an extra $50-$100
Business
Customer Experience
Customer Loyalty
Loyalty
Marketing
Retention
Tuesday Tidbit
November 24, 20151Comments

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 tried the place. I told her
Books
Business
Customer Service
Customers
Loyalty
Marketing
Sales
Success
Tuesday Tidbit
November 18, 20150Comments

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 characters. For two minutes, heads were
Business
Career & Work
Customer Experience
Customer Loyalty
Customer Service
Loyalty
Marketing
Retention
Sales
September 3, 20150Comments

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 customers, and make it more likely
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