Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Communication, Creativity, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Economy, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Promise-Driven Organizations, Promises, Relationships, Results, Retention, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, Word-of-Mouth

Customers are Continually Asking…We’re Just Not Listening

Do you feel like you actually listen to what your customers are asking for? ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Cost of Sale, Creativity, Culture, Customer Centric, Customer Experience, Customer Experience 2.0, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Economy, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Promises, Relationships, Results, Retention, Risk, ROI, Sales, Strategy, Traditional Marketing, Transparency, Trust, Trusted Relationships, Viral Marketing, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Post Mortem…One BIG LESSON We Can All Learn From Toys R Us

There has been a lot written about why Toys R Us went bankrupt and ...

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Advocates, Authenticity, Best Practices, Blogging, Brand, Business Strategy, CEO, CEO Insights, Communication, Content Marketing, Creativity, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Economy, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Promises, Pull Marketing, Relationships, Results, Retention, ROI, Sales, SEO, Storytelling, Strategy, Tools, Traditional Marketing, Transparency, Trust, Trusted Relationships, Viral Marketing, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

“One-way” Conversations With Your Customer Never Work…“Two-way” Give You Market Dominance

Just because you are a master of getting people on your site doesn’t mean ...

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Advocates, Analytics, Authenticity, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Promise-Driven Organizations, Promises, Pull Marketing, Relationships, Results, Retention, Risk, ROI, Sales, Strategy, Traditional Marketing, Traditional Media, Trust, Trusted Relationships, Viral Marketing, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Could Your Business Survive WITHOUT Marketing?

?What if... ?You didn't have a website ?You couldn’t mail out your brochures ?You ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Leadership, Market Differentiation, Passion, Promise-Driven Organizations, Promises, Relationships, Results, Retention, ROI, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Death by Mediocrity

Sorry for the morbid title, but it’s the only way I can hopefully get ...

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Advocates, Authenticity, Best Practices, Blaine Millet, Brand, Business Strategy, CEO, CEO Insights, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promise-Driven Organizations, Promises, Relationships, Results, Retention, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

When you don’t keep your promises it costs you more than money…Amazon

Customer Obsessed companies keep the promises they make to their customers…its part of their ...

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Authenticity, Best Practices, Blaine Millet, Brand, Business Strategy, CEO, Creativity, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Promise-Driven Organizations, Promises, Results, Retention, Risk, ROI, Strategy, Tools, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, WOM10, Word-of-Mouth, Word-of-Mouth Marketing

When Did We Stop Using “Common Sense”…One of our Most Powerful Weapons to Differentiate Our Business and Dominate the Competition

I would offer that most of us make things too complicated. We take something ...

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Advocates, Best Practices, Blaine Millet, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, Risk, ROI, Sales, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

SPEED WINS…especially with Customers

Every company on the planet gets complaints or has customer issues that need to ...

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Advocates, Best Practices, Blaine Millet, Business Strategy, CEO, CEO Insights, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Helping, Increased Profitability, Innovation, Leadership, Market Differentiation, Marketing, Mind Shift, Results, Retention, ROI, Sales, Seattle Business, Speaking, Strategy, Traditional Marketing, Voice of the Customer, WOM on Steroids, WOM10, Word-of-Mouth, Word-of-Mouth Marketing

An Evening with Cantillon…some Follow-up Answers and Insights

Last Thursday night I had the honor of being on a panel for Cantillon ...

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Advocates, Best Practices, Blaine Millet, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Relationships, Results, Retention, ROI, Strategy, Tools, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

It’s NOT their (your employees) Fault…

I called into the call center at Sprint a few months back to get ...

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