Competing Against Mediocrity
“Somehow we got the notion over the last few decades, that success is simply a function of beating the other guy. But this can’t be the only measure of success we use. What if the other guy is mediocre? Then we’re only better than the “bottom of the barrel.” What words do they put on [...]
The 2010 Mindshare Service Awards™
Customer Service Award for Most Consistent Rating Across the Enterprise Papa Murphy’s International (Winner) One of the biggest challenges of growing a brand is maintaining a consistent customer experience to protect and promote brand image. When Mindshare began its relationship with Papa Murphy’s International in 2006, the take ‘n’ bake pizza chain had about 900 [...]
What Would Zappos™ Do? (WWZD?)
“We’re a service company that just happens to sell shoes.” (Tony Hsieh, CEO of Zappos) This statement says volumes about why the Zappos brand has become synonymous with customer service. Hsieh says that the main focus of Zappos is not to sell shoes to make a profit, but to make every experience with a customer [...]
Using the Right Tools Makes All the Difference!
A few years ago I was remodeling our basement. Some demolition was required and not being experienced in remodeling projects, I was attacking the walls with a hammer and adrenalin. Needless to say, my progress was slow. Fortunately, my father-in-law was very experienced in construction. When I shared with him my progress, or lack thereof, [...]
Building Your Own Social Media Listening Tool
There was a lot of talk at the recent Mindshare User Conference regarding Social Media. People want to know how to participate, or even control the Social Media buzz surrounding their brand. It’s obvious that Social Media is important, yet most companies don’t even know where to start. This post is meant to provide a [...]
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