My Most Recent BLOG posts

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Customer to Business Leader…“Why can’t you just get it RIGHT?”
Have you ever heard this from your customers? Have your employees ever heard this from your customers? Have you ever said this to a company? The answer to all 3 of these questions is probably YES! How is it we get to a place where are customers are saying this to us? It’s actually simpler than you might think when you strip away all the noise and emotion from the situation in crisis. When something goes wrong and we get this question from our customers (either openly saying it or knowing they are thinking it) we scramble to try and [more]
The “Plunge” of Newspaper Advertising…it’s a CUSTOMER Issue
I’ve talked about this issue in probably 700 of the 1000+ speeches I have given over the past 8 years…traditional media, predominantly newspapers, are in a free fall and it will only get worse. To prove this point, a recent article in WSJ (Wall Street Journal) shared some research by GroupM where they stated that “global spending on newspaper print is expected to decline 8.7% in 2016…the biggest drop since the recession of 2009 when it dropped 13.7%.” These are big numbers when converted to dollars. And while this is significant, it isn’t my point…their CUSTOMERS are the real issue. [more]
5 Steps to Leap ahead of your Competitors…Focus on RETENTION with ACTION
There probably isn’t a business owner or top executive on the planet who hasn’t heard (and believes) it is always easier to “keep a customer” that to “acquire a new one.” Since this is such common knowledge, why is it most companies (almost 80% according to Forbes research) don’t focus on RETENTION? I find it to be one of the biggest areas that gets the traditional “lip service” when it comes right down to it…lots of people “saying” they care about their customers and want to do everything they can to retain them but very few “doing” [more]