April 19, 2016

I was talking to a prospective client the other day and we got into an interesting conversation about Revenue. The long and short of it was that he felt all revenue was good revenue. I was helping him see a different perspective that is much more in line with the world we live in today.

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All Revenue is not Good Revenue…All Customers are not the Right Customers

April 18, 2016

There is one thing I get from doing lots of speeches…feedback. Whether I ask for it or not, people are always willing to give me their opinions about my topics. Don’t get me wrong, this is an awesome thing and I welcome it all the time…before, during, and after I speak. The reason I bring

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The ONE THING your Customer knows…100% of the time

April 15, 2016

You walk into your favorite store and you are greeted by “happy Harry” who is so excited to see you welcomes you to their establishment. You think to yourself, “This is really nice and they are so friendly I like this place.” The experience is off to a great start. Then you meet the person

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Customers Want MORE than just being NICE

April 12, 2016

Why don’t Apple users like Android phones? Why don’t Zappos customers like shopping for shoes in department stores? Why will customers pay a premium price to shop at Nordstrom instead of others who offer the exact same merchandise? And why are people willing to pay $5 for a cup of coffee at Starbucks when it’s

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April 7, 2016

We recorded a second session as a follow-up to the first one to include more attendees so we could share an update with more franchisees and ARs. These sessions were not able to record the audience participation or questions so they are in more presentation format. This is a similar discussion to the other webinars

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Customer Experience and Word-of-Mouth Discussion with Team 4-5-16 (second session)

April 7, 2016

We recorded a session as a follow-up to share an update with more franchisees and ARs. These sessions were not able to record the audience participation or questions so they are in more presentation format. This is a similar discussion to the other webinars giving an update on our Journey as of the beginning of

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Customer Experience and Word-of-Mouth Discussion with Team 4-5-16 (first session)