My Most Recent BLOG posts

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There have been a lot of articles talking about the big challenges McDonald's faces and how they are trying to find their way back to dominance in the fast food industry. Much of the discussion has been around their new ad agency and how they have been getting a lot wrong lately. We could dissect this situation and pick it apart for many months to come and at the end we would be left with a pile of bones and no real answers. You see, from my perspective, it is actually quite simple. One key issue is that they are [more]
Will your Employees “Christmas Cheer” continue throughout the New Year?
Here’s the deal…everyone is happy and trying to be cheery, super friendly, and helpful during the “holiday season”. This is awesome…but will it continue? When we wrote our book, “Creating and Delivering Totally Awesome Customer Experiences,” we found a very interesting fact from our research…customers hate the unpredictable and inconsistent. We coined the phrase, “Random Acts of Excellence and Chaos” to describe this phenomenon. What it essentially means is that customers like consistency more than they like “occasional exceptional.” They don’t want to wonder what experience they will be getting every time they interact with [more]
Are you at risk of being “Uberized”?
If you're like many Business Owners and Leaders you probably feel pretty good about the position you hold in your market...so did the taxi cab companies and drivers before Uber became a reality. Now they are scrambling and trying to find a way to survive…even to the point of trying to get political help in different cities to stay afloat. Disruption and Commoditization have impacted virtually every industry today. There probably isn’t a single industry that hasn’t been impacted by a disruptive organization entering their market and stealing some of their market share. Uber is an [more]