If It’s Not Memorable, It’s Not an Experience
Last week, Mindshare announced that my role in the company is changing. I’d like to say that it’s not really about my role but about our desire to continuously improve upon the experiences we give our clients each and every day. Each day changes the landscape of the future. Each day literally outdates the day [...]
Employee Loyalty = Customer Loyalty = Financial Success
We’ve all been to that coffee shop. Every week there’s a different overly-pierced twenty-something behind the counter. You wish your experience was more like an episode from “Cheers” where you walk in and everyone says “Norm!” (even if that’s not really your name) and the employee already knows what you want and has it ready [...]
Sustaining Your Marketing Dollars Investment
After 12 years in the Leadership Development industry, I recently switched to a new career in the world of Enterprise Feedback Management with Mindshare Technologies. As a Regional VP, I worked internationally with some of the largest companies in the world like Cargill, Johnson Controls, Pfizer, Wells Fargo, Blue Cross Blue Shield. Business has taken [...]
Sweating The Small Stuff
Have you heard the saying, “Don’t sweat the small stuff?” As with many absolutely valid aphorisms, this one makes perfect sense in one context and yet is completely wrong in another. “Don’t sweat the small stuff” is usually followed by… how to keep your cool in stressful situations, or how to focus on the really [...]
Is Customer Service Extinct?
Is customer service becoming extinct? Have we “hunted” it to extinction? Will an economic downturn be the last straw? Can it recover from the endangered species list? Who or what will make that decision? All good questions – but maybe not the right questions. As consumers, rather than spend our time bemoaning the loss of [...]
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