Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Customer Centric, Customer Experience, Customer Experience 2.0, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Engagement, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Ask Your CUSTOMERS One Great QUESTION…

The old traditional Customer Surveys, for the most part, are dead. No one has ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Creativity, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, ROI, Social Media, Social Media for CEOs, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

STOP PUNTING…your EMPLOYEES can help you create a COMPETITIVE ADVANTAGE

Everyday your employees have a choice in how they help your customers solve problems ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Leadership, Market Differentiation, Mind Shift, Relationships, Results, Retention, ROI, Sales, Social Media, Strategy, Trust, Trusted Relationships, WOM on Steroids, Word-of-Mouth

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 ...

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Advocates, Analytics, Best Practices, Brand, Business Strategy, CEO, Creativity, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Economy, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promise-Driven Organizations, Promises, Results, Retention, Risk, ROI, Sales, Social Media, Strategy, Traditional Marketing, Traditional Media, Transparency, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth

The “Plunge” of Newspaper Advertising…it’s a CUSTOMER Issue

Image created by and courtesy of Wall Street Journal I’ve talked about this issue ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Content Marketing, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Promise-Driven Organizations, Promises, Relationships, Results, Risk, ROI, Social Media, Social Media for CEOs, Social Media for Executives, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Don’t SAY what you Can’t “Consistently” DELIVER…

It’s so easy to say something through an advertisement, or a campaign, or an ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Relationships, Results, ROI, Sales, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

The NEW “Puppeteer” in Today’s Economy…

If you have even one competitor your customer has a choice. And whenever a ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Market Differentiation, Mind Shift, Relationships, Results, ROI, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Not so Fast…The Cart doesn’t go in front of the Horse

When organizations decide to improve their customer experience, they are usually losing more customers, ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, Communication, Creativity, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Results, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

5 “Creative” Ways to Evaluate the Customer Experience of your Business

Everyone talks about “walking in your customers’ shoes” to see what the experience is ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promise-Driven Organizations, Promises, Relationships, Results, Risk, ROI, Social Media, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Do Your Customers Scream TRUST or DISTRUST?

Trust is possibly the most powerful word an organization can have today. Either you ...

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Advocates, Best Practices, Brand, CEO, Cost of Sale, Customer Centric, Customer Experience, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Risk, ROI, Sales, Social Media, Strategy, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth

An “OUNCE of PREVENTION is worth a POUND of CURE”…here are the Numbers

Anyone ever hear this phrase…I heard it all the time from my dad. Whenever ...

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