Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Promises, Pull Marketing, Results, ROI, Sales, Social Media, Social Media for CEOs, Social Media for Executives, Social Networking, Storytelling, Strategy, Transparency, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Think 180…your Business will STAND OUT…like Hotel Drisco

Everyone wants to be a little better (and different) than their competitors…maybe a lot ...

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

Experience Wins Over Quality and Selection…Two Examples

This past week we celebrated our 32nd wedding anniversary…a wonderful time of the year. ...

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Advocates, Authenticity, Best Practices, Business Strategy, CEO, Communication, Content Marketing, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Relationships, Results, ROI, Sales, Social Media, Storytelling, Strategy, Transparency, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

What “Language” Do You Use When Speaking to your CUSTOMERS?

Language is critically important when ANY EMPLOYEE interacts with your customer…if the customer doesn’t ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Results, ROI, Strategy, Tools, Transparency, Trust, Trusted Relationships, Voice of the Customer, Word-of-Mouth

“Undercover Boss” for your CUSTOMERS…What’s your REAL EXPERIENCE…A Challenge for Leadership

I’m pretty sure you have either seen an episode of Undercover Boss or at ...

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

The “CAMPFIRE” Strategy for Business Leaders

Everyone has sat around a campfire at one time or another in their life…most ...

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

Want Your Customers to Talk and Engage with You…think Psychographics

Demographics are so yesterday…they served us well in the Industrial Revolution era. But in ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Content Marketing, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Helping, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Pull Marketing, Push Marketing, Relationships, Results, Social Media, Social Media for CEOs, Social Media for Executives, Traditional Marketing, Traditional Media, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Think of your CUSTOMER like the NEWSPAPER

Take yourself back 10 years…before Social Media was the mainstream for information. How did ...

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

TRUE LOYALTY is about TRUST…not the DEAL

CUSTOMER LOYALTY is actually pretty simple…it’s all about TRUST. Customers are loyal to you ...

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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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