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Customer Experience
Customer Loyalty
Customer Service
Customers
video
August 19, 20160Comments

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 you can use to quiz
Business
Customer Experience
Customer Loyalty
Customer Service
video
August 17, 20160Comments

Doing This Will Instantly Annoy Even Your Most Loyal Customers

You might have loyal customers...but making this critical mistake can instantly turn them off! Don't do it.  
Customer Experience
Customer Loyalty
Customer Service
Marketing
video
August 15, 20160Comments

The Most Important Secret to Marketing Success

Great marketing is not about 'more' communication and–surprisingly–it's not about quality either. If you want to nurture relationships with your customers, the most valuable thing you can do is be
Business
Customer Experience
Customer Loyalty
Customer Service
video
August 11, 20160Comments

Split Testing Your Customer Experience

One of the cardinal rules of marketing success is that you need to "test, test, test!" But you should also be split testing the less obvious things you do on a
A Typical Wednesday
Customer Experience
Customer Loyalty
Customer Service
Marketing
video
August 10, 20160Comments

The Carousel Theory of Marketing

There are right times and a wrong times to ask your customers for things. When should you ask for a referral? When should you request a testimonial? When is the right time to
Business
Customer Experience
Customer Loyalty
Customer Service
video
August 8, 20160Comments

How a Simple Banana Bread Recipe Can Grow Your Business (And Keep Customers Salivating for More!)

Learn how a simple banana bread recipe can keep your customers happier and spending more money with your business year after year.
Business
Entrepreneurship
Leadership
video
August 6, 20160Comments

A Billion Dollar Business Lesson

Here's a parable that offers a billion dollar billion lesson, and the dangers of not investing enough in your business.
Business
Leadership
video
July 28, 20160Comments

From Dismal To Good

From Dismal To Good: Why You Can't Be Great if You're Not Even Good...
Customer Experience
Customer Loyalty
Customer Service
Customers
Success
video
May 22, 20150Comments

How the Hierarchy of Horrors Can Improve Your Business

In this video, I walk you through a simple four-step customer service improvement model made famous by FedEx called  The Hierarchy of Horrors. You can learn more about this in
Customer Experience
Customer Loyalty
Customer Service
Success
video
May 21, 20150Comments

How To Stop Annoying Your Customers

A classic study shows us how why the small mistakes we make for our customers might have a larger impact than the bigger ones. You can find the study here: http://webs.wofford.edu/boppkl/coursefiles/Psy150/Labs/SocialLab/Kanner81_Hassles%20and%20Uplifts.pdf [youtube
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