Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Relationships, Results, ROI, Sales, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

The NEW “Puppeteer” in Today’s Economy…

If you have even one competitor your customer has a choice. And whenever a ...

 ​Read More

Advocates, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Market Differentiation, Mind Shift, Relationships, Results, ROI, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Not so Fast…The Cart doesn’t go in front of the Horse

When organizations decide to improve their customer experience, they are usually losing more customers, ...

 ​Read More

Advocates, Best Practices, Brand, Business Strategy, CEO, Communication, Creativity, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Customer Service, Engagement, Expectations, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Results, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

5 “Creative” Ways to Evaluate the Customer Experience of your Business

Everyone talks about “walking in your customers’ shoes” to see what the experience is ...

 ​Read More

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

Want to Build more TRUST…Build a better JOURNEY

Being well entrenched in the Digital/Internet Revolution we are in today, one thing has ...

 ​Read More

Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, 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, Risk, ROI, Social Media, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Do Your Customers Scream TRUST or DISTRUST?

Trust is possibly the most powerful word an organization can have today. Either you ...

 ​Read More

Advocates, Best Practices, Brand, Business Strategy, CEO, Creativity, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Helping, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Marketing, Passion, Results, ROI, Social Media, Storytelling, Strategy, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

“FREE” is the Ultimate Brand Erosion Strategy…5 Reasons and an Opportunity

When someone offers something for FREE, there are lots of things that happen…most of ...

 ​Read More

Advocates, Authenticity, Best Practices, Brand, CEO, CEO Insights, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Relationships, Results, Risk, ROI, Social Media, Social Media for CEOs, Strategy, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth

The New “CEO” of the Future

We all know who the CEO of the company is…the Chief Executive Officer…the one ...

 ​Read More

Advocates, Best Practices, Brand, CEO, Cost of Sale, Customer Centric, Customer Experience, Customer Loyalty, Customer Obsessed, Customer Satisfaction, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Risk, ROI, Sales, Social Media, Strategy, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth

An “OUNCE of PREVENTION is worth a POUND of CURE”…here are the Numbers

Anyone ever hear this phrase…I heard it all the time from my dad. Whenever ...

 ​Read More

Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Promises, Pull Marketing, Relationships, Results, ROI, Social Media, Social Media for CEOs, Social Media for Executives, Social Networking, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Leaders: You’re BRAND is EVERYTHING…Protect it at ALL COSTS

BlackboardBrand BRAND is an incredibly simple concept…made complex and difficult by those trying to ...

 ​Read More

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

5 Reasons WHY Companies don’t OBSESS over their CUSTOMERS

I talk to company leaders all the time about CUSTOMER OBSESSION and how it ...

 ​Read More