Most Recent Blog Posts

Post Tag: Word-of-Mouth

(Another) Presentation on Social Media…they MISSED IT
This is crazy. I just spent an hour listening to yet another presentation from a so-called expert on social media and how you can make it work inside your company. They missed most do. Sure, there was a lot of great content about the “tools” of social media and how you can use them to execute a “strategy” that you have just built. Sounds good, right? Most would say yes to this description about what you should do. But if you are a regular reader of my blog…I hope you would have said NO, they missed it. [read more]
Do You REALLY Need a Case Study to Change Your Customer Experience?
Having been in the “Customer Experience” and "Social Media/Word-of-Mouth" consulting business for more than 10 years you get a chance to see a lot of touchpoints from clients and others...thousands to be exact. Add to this the more than 500 speeches I have given and the numbers really get big. I don't give you these stats to impress you but because even today, I am still asked the same question, “So who is doing this in my industry and what are their results from becoming a “Customer Centric/Word-of-Mouth” driven organization?” You really want to ask me this question...again? [read more]
Jack Welch got it Right…even for Customers
There is a famous quote I always loved from Jack Welch, famous CEO from General Electric. He said, “If the rate of change on the outside exceeds the rate of change on the inside, then the end is near.” Today the rate of change is eclipsing most organizations and they can’t keep up. Competition is coming in from everywhere around the world and there aren’t any solid plans on how to deal with it. Competition is coming from places we never expected…primarily because someone else sees the inefficiencies in this particular industry. Product/Service competition is accelerating [read more]
Thinking “Long-Tail” is even more critical in “Quick Results” World
We all want it FAST…in fact, we all want it yesterday. The internet has given us this ability. We can now find whatever we want FAST. We get product/service information FAST… We get news and updates FAST… We get stocks, sports, entertainment information FAST… We can order from take-out and get it FAST… We live in a world that thrives on getting things to you FAST. But does FAST have a “long-tail” that will help you grow your business beyond the “flash” of excitement? This is where companies fall short. FAST = SHORT-TAIL (translation…while we can give and [read more]
Do you think you control our product/service with your customers? Think again… Today your competitors can snatch away your top position in an instant with a better mouse trap, better pricing, or even better distribution. Or maybe they offer two services for the price of one…where does that leave you. It’s tough to be in control of the “commodity game” today. Do you think you control the experience your customers receive? ABSOLUTELY… This is the one area where you are in charge and in complete control. If you focus on your customers and deliver an incredible, WOW, [read more]
What gets “Experienced” gets Shared…and Talked About
Your product works as described. WOW…was that unexpected? Probably not or the person wouldn’t have bought it. Today, there is such a plethora of products available and easy to find that if yours doesn’t deliver exactly as described and promised…your customer leaves. Products that deliver as promised is the “norm” and is “expected” today. This isn’t remarkable any longer. Believe it or not it was not that long ago this was the case…but now there is worldwide competition and it is great competition. No one talks about the products that deliver what they are [read more]
Do you REALLY need more Customer Research?
I heard again today…another company trying to find some way to differentiate themselves and decided to go get more “customer research” before they do anything. We have enough research…what we need is action! Action that will get them working on creating a customer experience for the customers they already have and know about. Don’t get me wrong, I love research and statistics…especially when it is used to get more and deeper information about your communities of customers. It is also great when used to predict trends or areas of interest from our customer. But this wasn’ [read more]
Focus on “The Corners of the Circle”…not in Committees
Committee is another name for “neutering.” If you want to take some great ideas from your best people and turn them into “mediocrity,” form a committee. Committees are designed to “reach consensus” or “agreement” as to what you want to do next. But when people come into the committee meeting they have far reaching ideas, ideas that are “out of the box” and creative and innovative. Then they meet the other committee members…those that didn’t take the time to get creative and innovative. When these two worlds collide, mediocrity happens. I call this “neutering” because when you take [read more]
When we TALK…nobody LISTENS
We have become a society of “ME’s”…it’s all about ME. What can you do for ME? How is this going to help ME? What are the benefits to ME? And the list goes on… We can’t change that…at least not in the near future. But companies and the people that make them up still think they can. This includes Sales, Marketing, HR, Leadership teams…just about everyone in the company. The belief is still…”IF WE CAN TELL THE CUSTOMER MORE AND MORE AND MORE ABOUT US THEY WILL WANT TO BUY FROM US.” The [read more]
David vs. Goliath is really a Word-of-Mouth Story
Being a Christian I get the David and Goliath story…you probably get the story even if you aren’t Christian. But there are similarities in this story for every organization. As a leader, here are a few things to consider when thinking of what actually happened. To start with, David was the underdog without question. He was out sized and out armed by Goliath, the giant of a person with armor and weapons. David had a sling (different than a typical sling shot we know today, but a serious weapon in those times). By all accounts, no match for [read more]