Stories and Posts to help you become a “REMARK”able™ organization
November 28, 2016
When it comes to Customers, focus on Quality, not Quantity…it still works…better than ever! When I first started my “deep dive” into “Customers” and how to optimize their experience (almost 20 years ago) we didn’t have Social Media. The ability to “spray your audience” with useless tweets, images, or emoticons, and commenting didn’t exist. If …
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November 11, 2016
When Amazon first came on the scene everyone thought they were all about taking over the book business…wiping out Barnes and Noble and many others. They weren’t…this wasn’t ever the plan of Jeff Bezos, CEO of Amazon. Once we got over this idea, everyone then thought they were trying to take over all products and …
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November 1, 2016
The old traditional Customer Surveys, for the most part, are dead. No one has the time to answer them and they usually don’t get to the heart of the matter of what is really going on with a business or their customer experience. There might be an easier way to get some awesome information…just ask …
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October 28, 2016
Everyday your employees have a choice in how they help your customers solve problems or purchase your products/services. What choice will they make when it comes to handling your customers? What “GUIDE” do they follow when helping your customers? Organizations often rely on “policy manuals” or “procedure manuals” or “customer scripts” or “customer flow charts” …
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October 26, 2016
Have you ever heard this from your customers? Have your employees ever heard this from your customers? Have you ever said this to a company? The answer to all 3 of these questions is probably YES! How is it we get to a place where are customers are saying this to us? It’s actually simpler …
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October 24, 2016
I’ve talked about this issue in probably 700 of the 1000+ speeches I have given over the past 8 years…traditional media, predominantly newspapers, are in a free fall and it will only get worse. To prove this point, a recent article in WSJ (Wall Street Journal) shared some research by GroupM where they stated that …
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