Customer Experience, Customer Loyalty, Customer Service, Expectations, Market Differentiation, Promises, Trust

No. 1 issue – “We don’t really know our CUSTOMERS”

Over the past several months there is one comment I have been hearing consistently ...

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Best Practices, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Market Differentiation, Uncategorized

I’m inspired…Lovemarks

I have been reading and listening to some speeches given by Kevin Roberts, Worldwide ...

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Best Practices, Breaking News, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Employee Retention, Increased Profitability, Market Differentiation, Trust

Keeping it simple…

The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video ...

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Breaking News, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Expectations

A GREAT Resource for CEO’s

I wanted to let our readers know of a site that is not only ...

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Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Increased Profitability, Market Differentiation

TRUST and LOYALTY – Maybe organizations are finally getting it?

I just read a very interesting article in the Deloitte Review (Deloitte Review is ...

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Best Practices, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Employee Retention, Increased Profitability, Market Differentiation

“Executable” Strategy is the clear “Winner”

For the past number of years we have been talking about how everything needs ...

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Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Economy, Employee Retention, Increased Profitability, Market Differentiation, Relationships

Collective Amnesia “forgets” about the Customer

I just read an article and felt compelled to share some thoughts about it ...

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Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Market Differentiation

Sometimes “Shock Therapy” is the last resort…

In my travels and meetings with company executives one thing has been standing out ...

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Best Practices, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Employee Retention, Market Differentiation, Promise-Driven Organizations

Carly Fiorina got it right…

Carly Fiorina, a household name in the business world, was a guest speaker at ...

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Best Practices, Breaking News, Business Strategy, CEO Insights, Customer Experience, Customer Loyalty, Customer Service, Economy, Employee Retention, Expectations, Increased Profitability, Market Differentiation, Promise-Driven Organizations, Promises, Relationships, Seattle Business, Trust

“Marry Your Customer” – Well, sort of…

I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” ...

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