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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Advocates, Analytics, Best Practices, Blaine Millet, Brand, Business Strategy, CEO, Communication, Culture, Customer Centric, Customer Experience, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Employee Retention, Engagement, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Relationships, Results, Retention, ROI, Social Media, Social Media for CEOs, Social Media for Executives, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Want to WIN more Customers…Think Like a “Professional Scout”

My son was a very good baseball player…good enough to play college baseball. From ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Promise-Driven Organizations, Promises, Relationships, Results, Retention, Risk, ROI, Sales, Social Media, Strategy, Voice of the Customer, WOM on Steroids, Word-of-Mouth

2 Assets which Lead to either Differentiation or Risk of Extinction

There are always certain aspects of every business, when not integrated, put them at ...

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Advocates, Best Practices, Brand, Business Strategy, 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, Retention, ROI, Sales, Social Media, Social Networking, Strategy, Trust, Trusted Relationships, Viral Marketing, WOM on Steroids, Word-of-Mouth

Word-of-Mouth is Awesome…but not Always…3 Reasons Why

There is no business on the planet that doesn’t want more Word-of-Mouth…it is the ...

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

We’re reaching a “Tipping Point” as Leaders…5 Ways to Prepare and Thrive

Today we have hundreds and thousands of choices available to us, the customer, to ...

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

Every Leader faces “Commoditization”…Here’s how to Beat It

We have all seen it…Commoditization…it’s an integral part of our daily lives today…both good ...

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

Can Panera deliver the knockout blow…or will they miss it?

Panera has done some amazing things over the past couple of years…but are they ...

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

One Simple way to improve your Customer Experience by 100% immediately!

SHUT UP!! I know…it sounds harsh but it makes the point. The key is ...

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

How McDonald’s (and others) Can Find Their Way Back

There have been a lot of articles talking about the big challenges McDonald’s faces ...

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