Posts tagged as:

economy attitude

A real reason for YOU to celebrate Labor Day…

September 2, 2011

Every January first, many of us decide what resolutions we will make about improvement in the coming year. Then, we promptly forget our goals. As Labor Day marks the beginning of the final third of the year, perhaps it’s a great time for us to re-evaluate how we have been doing. And, as it happens [...]

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From Cebu…to YOU…the desire for differentiation!

2 comments September 1, 2011

Rex Carampatana just made some improvements at his gas station. Normally, that’s not the kind of thing that attracts much attention around the world — but, it is the “why” behind the story that makes it a great example for all of us. As the retailer at the Amare Shell Service station along the Cebu [...]

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What happens when you can’t help a customer?

2 comments May 17, 2011

I entered the Verizon store in Hamilton Town Center in Fishers, Indiana needing help. Not only did I receive zero assistance, the experience made me question why I was even a customer in the first place. And, it made me wonder — what should we do when we aren’t able to help a customer? My [...]

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Our impact on others…

2 comments April 9, 2011

I’m writing this from a Delta flight — thank you GoGo onboard wi-fi! — from New Orleans to Atlanta. It’s Saturday morning, the weather is beautiful, and (believe it or not) one of my favorite actors, Ray Liotta, is in the seat across from me. What struck me most, however, is that as the flight [...]

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The world on time…just not to your place

7 comments January 16, 2011

Important, vital package that had to be delivered on-time and absolutely, positively overnight. Guess what service I chose? Leading Authorities — the terrific speakers bureau in Washington, DC, that I am honored to say books me frequently — was expediting a document to me. I needed delivery by Saturday morning, and it was coming FedEx. [...]

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Are they really loyal to you?

September 9, 2010

Customer loyalty is one of the hottest topics in business — and one of the most misunderstood. As Seth Godin pointed out recently, if you have the cheapest price and customers keep coming back, it doesn’t mean they are loyal to YOU! To me, customer loyalty means that with all else being equal — or, [...]

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From financial advice by a Gen-Y’er to Seniors on Twitter…

1 comment August 28, 2010

Let me run two events from today — seemingly disconnected – by you, and see if you reach a similar conclusion. My Friday morning started with coffee at Starbucks with Pete Dunn — better known as “Pete the Planner.” We’ve been connecting on Social Media, but had never met in person. Pete’s a really terrific [...]

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Asian Trip Almost Complete!

July 12, 2010

The Asian trip is rapidly winding down…here’s the latest from Malaysia…and GREAT news for my long-time friend and colleague, Scott Friedman!

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What little, no cost, thing could YOU do?

2 comments July 7, 2010

It was a small gesture…yet, it was important. On every flight from an American carrier with first class, they will take your suit jacket, hang it up, and return it to you at the end of the flight. It’s part of the “final approach” ritual…the passing out of the coats. (I probably should also note, [...]

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Here’s a clue…

7 comments June 21, 2010

On Saturday at Indianapolis’ upscale mall — Fashion Mall at Keystone — the Apple Store was its usual self. Elbow to elbow as people tested the new iPad, asked questions about the coming iPhone, got assistance from the Genius Bar, and purchased Macs in record numbers. On the other side of the mall, however, it [...]

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