When Saving a Dollar Costs You Twenty
My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news.
As I quickly scrolled down the
Category
The Customer Loyalty Loop
$2.5 Trillion Down The Drain – How Much Of It Was Yours?
I was in St. Louis visiting a client last week. They’re a 50M+ manufacturing company that I’ve been working with over the past year. I’ve worked with both the sales
Maybe You Don’t Need To Hug Your Customers
A few weeks ago I was speaking at a Customer Experience conference. Everyone was fired up and wanted to talk about the airlines!
"Those damn airlines..."
“What a lousy customer experience airlines
When Your Expertise Is More Valuable Than Your Inventory
One of my favorite men’s clothing stores is Bonobos. They do something cool. They don’t have any inventory. I almost always loathe a business that makes it hard to take
In an Equifax World, Be Elon Instead
As we’re all aware by now, over ⅓ of Americans have had their personal data breached by the good folks at Equifax.
Since we’re about to launch a new book specifically about customer
Watch out for the Hippo!
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I was working with a company because the CEO was worried about a lack of
The Fleece of the Century
Listen to this week's audio version of the tidbit.
The NYT called Saturday night’s boxing match The Fleece of the Century, and it’s hard to argue against that. A lackluster boxing match
Don’t Learn More. Do More.
One of the little discussed joys of teaching my kids how to do tremendously fun things like swimming, or riding a bike, is that I get to reuse lines that
Finally–A Magical, Simple Ritual to Improve Your Profits!
For people and companies there is only really one way to judge character: Watch their behavior in a wide variety of circumstances. Watch what they do when they’re in the
The Most Important Innovation in 2017 – Finding Ways To Personally Connect With Customers
2016 was the year of automation and machine learning.
There are some undeniably amazing things happening in that world, but the more that happens there, the more valuable face-to-face, 1:1 interactions