Advocates, Best Practices, Brand, Business Strategy, CEO, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Service, Engagement, Expectations, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Promises, Pull Marketing, Push Marketing, Relationships, Results, Risk, Social Media, Social Media for CEOs, Social Media for Executives, Social Networking, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Customer Service is a Risky Strategy

Customer Service by its very nature is a “reactionary” process most organizations create to ...

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Advocates, Analytics, Best Practices, Brand, Business Strategy, CEO, Communication, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Engagement, Expectations, Interaction, Leadership, Listening, Market Differentiation, Relationships, Results, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Word-of-Mouth is the ULTIMATE test of “Customer Action”

Customers tell us all kinds of things…often times what they feel we want to ...

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

How Your BEST EMPLOYEES can Kill your Business

EVERY EMPLOYEE inside your business either delivers or has an impact on your customer ...

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Advocates, Analytics, CEO, Communication, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Interaction, Leadership, Market Differentiation, Mind Shift, Relationships, Results, Risk, ROI, Social Media, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

When a Customer Complains you win…5 Reasons Why

Woman Stressed Listening To A Loud Complaint When a customer complains all kinds of ...

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Best Practices, Brand, Business Strategy, CEO, CEO Insights, Customer Centric, Customer Experience, Customer Obsessed, Engagement, Expectations, Increased Profitability, Leadership, Market Differentiation, Mind Shift, Results, Risk, ROI, Strategy, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Fear of LOSING…more Powerful than Pursuing OPPORTUNITY

From my experience working with many executives, there is one thing that stands out ...

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Analytics, Best Practices, Business Strategy, CEO, CEO Insights, Customer Centric, Employee Retention, Increased Profitability, Innovation, Leadership, Market Differentiation, Mind Shift, Passion, Promise-Driven Organizations, Risk, ROI, Sales, Strategy

What’s the “One Thing” in your business?

This is one of my favorite questions to ask a “CEO, President, or Business ...

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Best Practices, Brand, CEO, Communication, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Market Differentiation, Mind Shift, Promises, Relationships, Results, Risk, ROI, Social Media, Strategy, Voice of the Customer, Word-of-Mouth

Are you Creating FEAR with your Customers?

One of the biggest components in creating fear in people is the UNKNOWN. Regardless ...

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Best Practices, Business Strategy, CEO, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Helping, Increased Profitability, Innovation, Leadership, Market Differentiation, Mind Shift, Results, Risk, ROI, Strategy, Voice of the Customer

Differentiation…the Holy Grail…Misunderstood

Asian businesswoman smile thumbs up with red heart on gray background Differentiation…by definition means ...

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Advocates, Analytics, Best Practices, Business Strategy, CEO, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Increased Profitability, Leadership, Market Differentiation, Marketing, Mind Shift, Passion, Promises, Relationships, Results, Risk, ROI, Sales, Strategy, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

It’s not ALWAYS Greener on the other Side…4 Reasons Why

Almost every business has at least one thing in common…they want more customers. And ...

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Advocates, Best Practices, Business Strategy, CEO, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Mind Shift, Relationships, Results, Risk, ROI, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, Word-of-Mouth

Creating “Satisfied” Customers = Extinction

road with sign pole and blue sky with clouds Let’s take a quick vote…raise ...

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