My Most Recent BLOG posts

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What it takes to be a Customer Obsessed Leader…5 Critical Skills
This is a question I get asked quite often when speaking to Business Owners and Leaders. It’s a great question…and the right question. Customer Obsession is successful when it is “top down” in any organization…coming from the top Leader as the way you are going to run the business. It isn’t successful from the “ground up”…where it is driven by some passionate employees wanting to be more about the customer. Without the top person(s) driving this…relentlessly…an organization won’t cross the chasm to becoming Customer Obsessed. They will most likely give up [more]
STOP Delivering “Customer Satisfaction”…Your Customer Wants…no, Demands MORE
Being SATISFIED is about MEDIOCRITY. When someone says they are “satisfied” it means they are content, they have had enough or they got what they needed. It is about achieving a middle state…it isn’t “Dissatisfied” and it isn’t “Ecstatic”…it’s being Satisfied. With all the options available to us in the B2B or B2C marketplace, this is simply hitting the minimum threshold. This is an “old term” from my doesn’t accurately represent the business climate of the 20th Century. Many years ago, it was great to “satisfy your customers”…today it [more]
Quality STILL wins over Quantity
When it comes to Customers, focus on Quality, not Quantity…it still works…better than ever! When I first started my “deep dive” into “Customers” and how to optimize their experience (almost 20 years ago) we didn’t have Social Media. The ability to “spray your audience” with useless tweets, images, or emoticons, and commenting didn’t exist. If you didn’t do a really high quality job with a high quality customer you didn’t get any high quality referrals or recommendations. You weren’t talked about and the customer simply left. Today, we live in the Internet/Digital Revolution [more]