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 [...]
The Power Of A Smile
This past weekend I stopped by a pizza store up the street to pick up a pizza for my family. My expectation was to quickly grab a pizza as my wife and I were late for an appointment. The goal was to get in and out as quickly as possible. All I cared about was [...]
Ten Sure-Fire Ways To Turn Customers Into Brand Enthusiasts
Loyalty. What creates it? How can you sustain it? Is there a ‘secret sauce’ that helps you transform a run-of-the-mill customer into a wildly enthusiastic devotee? What motivates a consumer to drive past 25 restaurants to get to their favorite one? Why does every piece of clothing I’m wearing have a Nordstrom label? What in [...]
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 [...]
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