Posts tagged as:

customer experience

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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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 Which, of course, has been replaced by the NEW Detroit airport: a spectacle of design and technology [...]

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An ultimate experience from a reliable source

January 27, 2012

I’m flying from Baltimore to Vegas on an airline I don’t normally take…usually I would go Delta for the SkyMiles, but this airline has a non-stop, arriving two hours earlier, and I need the sleep. In the middle of the 5½ hour trip, a flight attendant makes an announcement, naming two passengers, and asking them [...]

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Distinction may involve what is absent from your business

1 comment January 24, 2012

At a recent meeting I was addressing near Boston, I learned the fascinating story of the Berry family, and their restaurant on Cape Cod, Moby Dick’s. It’s a true story of distinction. You can read on their website how the restaurant came to be — and how the oldest son, Todd, discovered how much he [...]

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A great way to end the year…

2 comments December 31, 2011

If you read this blog regularly — and I really hope you do! — you know most of what is posted here is about improving your business; particularly as it regards the experience your customers receive. However, on a personal note, I just received something to end the year that has really moved me, and [...]

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Is there a compelling reason to go buy from Sears, Kmart, or YOU?

8 comments December 29, 2011

I loved the opening line of this recent news story, written by Joyce Smith of McClatchy Newspapers: ” It’s not only the Grinch who stole Christmas. Some grouchy salesclerks do, too.” The article states up to 40 percent of revenues for a retailer can come from holiday sales. Yet, at precisely the moment they should [...]

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If you want to learn more, listen more…

December 8, 2011

During my recent trip to Slovakia, I had the honor of being interviewed by the “Larry King,” so to speak, of that country. Her name is Andrea Vadkerti — and she’s a quite remarkable broadcast journalist and personality. Looking back, I was trying to think of what made her so good at getting her subjects [...]

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Seasonal employees can make an enduring impression…

November 29, 2011

It’s the time of year many organizations are adding “seasonal help.” In other words, they are increasing staff through temporary hires to get them through the busy holiday season. A quick web search revealed many companies adding employees to get them through the crunch of business. Of particular note was the number of newspapers both [...]

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Is customer loyalty dead?

October 27, 2011

After another speaker at a conference where I was keynoting in California suggested “customer loyalty is dead,” I decided to offer you an alternative viewpoint.

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A terrific event in Slovakia!

October 16, 2011

Thanks to all my new friends in Bratislava, Slovakia! The “Big Ideas for CEE” conference sponsored by Soitron — with conference management from Speakers, s.r.o. — featured speakers such as chess grandmaster Garry Kasparov, Peter Littmann – the leader who made Hugo Boss a global brand, Joan Laporta – the CEO who took FC Barcelona [...]

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