Stories and Posts to help you become a “REMARK”able™ organization
February 28, 2017
SHUT UP!! I know…it sounds harsh but it makes the point. The key is to stop talking. It has become a “knee-jerk” reaction today to come up with excuses or reasons why you couldn’t deliver an awesome customer experience. Employees are well armed today to do battle with any customer over why something didn’t work …
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February 25, 2017
There have been a lot of articles talking about the big challenges McDonald’s faces and how they are trying to find their way back to dominance in the fast food industry. Much of the discussion has been around their new ad agency and how they have been getting a lot wrong lately. We could dissect …
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December 22, 2016
Here’s the deal…everyone is happy and trying to be cheery, super friendly, and helpful during the “holiday season”. This is awesome…but will it continue? When we wrote our book, “Creating and Delivering Totally Awesome Customer Experiences,” we found a very interesting fact from our research…customers hate the unpredictable and inconsistent. We coined the phrase, “Random …
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December 13, 2016
If you’re like many Business Owners and Leaders you probably feel pretty good about the position you hold in your market…so did the taxi cab companies and drivers before Uber became a reality. Now they are scrambling and trying to find a way to survive…even to the point of trying to get political help in …
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December 5, 2016
This is a question I get asked quite often when speaking to Business Owners and Leaders. It’s a great question…and the right question. Customer Obsession is successful when it is “top down” in any organization…coming from the top Leader as the way you are going to run the business. It isn’t successful from the “ground …
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December 1, 2016
Being SATISFIED is about MEDIOCRITY. When someone says they are “satisfied” it means they are content, they have had enough or they got what they needed. It is about achieving a middle state…it isn’t “Dissatisfied” and it isn’t “Ecstatic”…it’s being Satisfied. With all the options available to us in the B2B or B2C marketplace, this …
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