From the category archives:

Current Event Commentary

Three ideas for your business and career in less than five minutes!

April 9, 2012

Here’s a video I recently posted, offering you three ideas…in less than five minutes. (And, if you don’t have time to watch…here they are: #1) There must be differentiation between you and your competitor that your customer understands #2) Customer satisfaction does NOT create customer loyalty #3) You must learn more about creating and delivering [...]

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On distinction…the courtesy required in customer service…and more…

April 6, 2012

Here’s a recent show I posted on BlogTalkRadio.com and the Scott McKain Channel on Live365.com – (And, please remember, ideas on distinction and creating the Ultimate Customer Experience ® are available 24/7 on my channel on Live365! Please connect — and let me know what you think of our channel!!) Listen to internet radio with [...]

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What you see VERSUS what the customer sees…

1 comment April 5, 2012

We just took off out of Detroit heading for my home in Indianapolis… (Did I mention I LOVE the wi-fi on the planes on Delta from GoGo?) As we departed, I looked down and saw…the OLD Detroit airport. Which, of course, has been replaced by the NEW Detroit airport: a spectacle of design and technology [...]

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Just once, wouldn’t you like to hear a business say THIS?

7 comments March 30, 2012

Just noticed where Best Buy is closing 50 of their big box stores nationwide. To be fair, I also see in the article they are opening 100 small, mobile locations at the same time. However, it’s not the change, rather it is how the change is explained, that causes me a bit of amusement. Goldman [...]

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Standing on the shoulders of giants…

3 comments March 25, 2012

Several times over the years I’ve been writing this blog, I’ve mentioned I had two mentors who made possible much of the success I have been blessed with over the years. One, Grady Nutt, not only encouraged me…he married me to Sheri in his living room! (Making us the only couple you’ve probably ever heard [...]

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Is it me? Or, is it bad service at Verizon?

3 comments March 18, 2012

Almost a year ago, I reported a problem I had with a Verizon Wireless store. (Interestingly, a PR person later called my office…and asked someone on our team to “apologize for Verizon to me.” Which, of course, struck me a little strange — asking my colleagues to do their work for them…) Two weeks ago, [...]

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What fails to create an experience also drives customers crazy…

March 16, 2012

Yes, it IS important you receive feedback from your customers. But, good grief, don’t drive your customers crazy by how you attempt to obtain it. My inbox is full with requests for me to respond to customer surveys from every hotel, car rental company, airline, department store, and seedy bar I have visited in the [...]

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Which is preferable? Prestigious or profitable?

March 13, 2012

You know the names…Rolex, Cartier, Tag Hauer, Movado…gorgeous watches that help define elegance and prestige. So, with the exception of New York’s Rockefeller Center store, why did Movado close its chic boutiques around the world? According to Forbes, they have chosen to focus, instead, upon connecting with customers through their brands — trading some of [...]

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Using the impact of mentoring to enhance and improve…

March 2, 2012

My friend, Pete the Planner has a terrific blog post on “tips for finding and making the most of a mentor” I wanted to share with you. Pete writes, “To me, one of the main differences in having a good career and a great career is deciding that you need to learn from a mentor.” [...]

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Telling your story means customers will, too!

4 comments March 1, 2012

Picking me up at the Minneapolis-St. Paul airport on a cold Monday morning in February — and, really, are there any other kind of February mornings in Minnesota? — my new client and friend from 3M asked if I had any preference for a lunch location. “Something familiar,” he asked, “or some local color?” Naturally, [...]

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