Posts tagged as:

ultimate customer experience

Are they really loyal to you?

View Comments September 9, 2010

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

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Is Apple losing it?

View Comments August 15, 2010

I’m an Apple fanboy. But, I’m starting to get worried. One of the big points I made in “Collapse of Distinction” and “What Customers REALLY Want” is that we hate it when new customers are treated better than loyal ones. Yet, it is starting to seem as though Apple really doesn’t care how many products [...]

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Mutual respect…

View Comments August 9, 2010

The story heating up the Internet is the JetBlue flight attendant who made a dramatic career exit on a runway at JFK… (If you haven’t read about it yet, here’s the New York Times version…) On Twitter, @Pistachio — better known as Laura Fitton, co-author of “Twitter for @Dummies” and CEO/Founder of oneforty.com — made [...]

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Why “Why Your Customers Don’t Want to Talk to You” is absolutely wrong…

View Comments August 5, 2010

As a writer, I’ve been there. You sit at your laptop and try to come up with a catchy title that will sell books, spike hits to your blog, or get re-Tweeted a bunch of times. The problem, however, is sometimes you may actually come up with a concept so provocative, your title works extraordinarily [...]

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What little, no cost, thing could YOU do?

View 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…

View 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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Just for speakers…and YOU!

View Comments May 26, 2010

On Twitter, Peter Dunn (@PeteThePlanner), asked me a great question — one I could not answer in the allotted 140 characters: “Any tips on increasing my speaking fees? I feel stuck at certain level.” For all speakers — regardless of fee level — it’s easy to get slotted in the marketplace as a “$5000 speaker” [...]

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STOP talking about customer service!

View Comments May 17, 2010

EVERY organization out there claims to have great service…even those that obviously do not! Therefore, for you to make the statement that you provide “superior customer service” is simply not compelling to prospects or clients! Here’s more on the topic…

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Good news in retail…

May 14, 2010

There’s good news on the economic front, as both upscale Nordstrom and more mass-appeal Kohl’s delivered strong sales and earnings — which experts are suggesting to mean that “consumers up and down the economic spectrum are feeling safer about shopping.” Nordstrom attributed their results to “ongoing progress in serving its customers with a compelling blend [...]

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Your business…and Iron Man, too…

View Comments May 7, 2010

By just about every account I’ve read, “Iron Man 2″ is set to have one of — if not THE — biggest openings in movie history this weekend. As I write this on Friday morning, it seems that many of this weekend’s shows are already sold out. Wouldn’t that be great if YOUR business had [...]

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