Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Market Differentiation

Sometimes “Shock Therapy” is the last resort…

In my travels and meetings with company executives one thing has been standing out ...

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Best Practices, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Employee Retention, Market Differentiation, Promise-Driven Organizations

Carly Fiorina got it right…

Carly Fiorina, a household name in the business world, was a guest speaker at ...

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Best Practices, Breaking News, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Employee Retention, Expectations, Increased Profitability, Market Differentiation, Promise-Driven Organizations, Promises, Relationships, Seattle Business, Trust

“Marry Your Customer” – Well, sort of…

I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” ...

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CEO Insights, Customer Loyalty, Customer Service, Expectations, Promise-Driven Organizations, Promises, Trust

Oxymoron: Comprehensive Sales and Marketing Plans (Comprehensive?)

Today I was browsing a website that lists member requests for assistance with various ...

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Business Strategy, Customer Experience, Customer Loyalty, Customer Service, Employee Retention, Expectations, Increased Profitability, Market Differentiation, Promise-Driven Organizations, Promises, Relationships, Trust

PROMISES – why has the exception become the NORM

I am really bothered these days by the word PROMISES – not by the ...

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Customer Experience, Customer Loyalty, Customer Service, Expectations, Relationships

Why do companies ruin a good deed by calling it “a favor”

I bet many have experienced this.  A company makes a correction to a bill, ...

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