A few weeks ago I had the pleasure of sitting down and talking with a truly remarkable individual, Ron Dohr. He has a company called Dohr Family Business Consulting that you can check out to learn more about what he does. But as you all know, I don’t pretend to be a “reporter” and give…
In the upcoming days and weeks you will start to see some changes happening to the “Loyalty” Blog you are so used to seeing and reading. NO, we aren’t going away from the core concept that Customer Loyalty is at the heart of all corporate economics. And NO we aren’t going to stop providing you…
I just read a great article in Harvard Business Publishing, “In a downturn, please put aside pathetic platitudes,” written by John Baldoni. The reason this is a great article is that it is “in your face” accurate on what really shouldn’t be going on in organizations. John states in the article that when times are…
Today I read two blogs that were focused on something we have been preaching for many years – if the “lowest common denominator” in your business (customers and employees) don’t get it, nothing will change. The first blog post actually led me to the second post. The first post, “Dumb it up, People,” was posted…
One of the key “mantra’s” that I live by and what I strive to accomplish with all my clients is “Simplicity.” Simple is just simply better. I know I am taking a bit of liberty with some words here but think about it. The world has gotten so complex that the messages and products and…
The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video interview) with Colleen Barrett, CEO of Southwest Airlines. The article, “Southwest Airlines’ Colleen Barrett Flies High on Fuel Hedging and ‘Servant Leadership“, described what makes Southwest a “one of a kind” organization and the only domestic airline that can boast posting…
For the past number of years we have been talking about how everything needs to start with the Customer in mind and that if they aren’t considered in everything you do, you are missing the point. After all, our favorite phrase is, “How can you ignore the primary group that ‘writes you checks’ when trying…
I just read an article and felt compelled to share some thoughts about it since it was using some new “language” to describe some well known problems with management. The article was titled, “Culture Shift: The Causes and Cures of Collective Amnesia” and was written by Paul Levesque. It was posted on the Manage Smarter…
Carly Fiorina, a household name in the business world, was a guest speaker at Seattle Pacific University’s annual breakfast meeting in Seattle last week. There is no question she is one of the more controversial people in business today and was the center of attention for several years during her demise at HP. But, whether…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…