Monday February 17, 2014

Customer Experience No Longer Requires Entry-Level People

Great customer experience (CX) is a human event.

Great CX is rehearsed by people placing themselves in the same process or event and asking the question, "What do I feel, want, need, appreciate when I'm on the other side of the desk/phone? 

How do I create something special that I would appreciate?

Most companies though, settle for a more scripted, manageable approach.

The justifying self-talk that runs through manager's minds:"We have entry-level roles. It's too much to expect everyone to think on that level."

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Monday February 10, 2014

10 Ways Brands Can Build During Major Weather Events- Snowpocalypse 2014

Shoveling snow in front of business

So where's the opportunity for businesses in this? It depends on your orientation. If you're simply looking for ways to drive people through your doors and make sales during the storm event, this isn't for you. If you're looking for ways to deepen customer loyalty, attract new customers, rally your employees, generate authentic buzz about your brand, draw defector customers back, this is for you. Essentially, if you play to win the long game- there's opportunity in the midst of this chaos. 


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Monday December 16, 2013

3 Ways to Win With Mediocrity

It's experiences like these where I just scratch my head and wonder, "How do businesses that are this mediocre succeed?" I've given that great thought, and with that, I present to you with three strategies for succeeding while maintaining world-class mediocrity:


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Tuesday December 10, 2013

Removing Anonymity- 5 Reasons to Give Your Techs Business Cards

Issuing cards to all your techs is just one simple step to increase customer loyalty and create a point of pride within the service department. There's all kinds of ways you can build on this first step, but this is a positive starting point. 

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Tuesday December 3, 2013

Email Me Like a Human- An Alternative to Terrible Mass Email Marketing

Oprah Winfrey "Everyone gets an email"

Like the rest of you, I just survived the retail black plague. Part of the onslaught was a cascade of email pitches from all kinds of brands, many of whom I’m actually fond of. But I ignored 90% of it. Even Bonobos, a brand I’m fond of,  was part of the racket.

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Tuesday November 5, 2013

3 Truths That Drive Customer Experience

picture of a chipotle mexican grill

The Fam and I went to Chipotle Mexican Grill on Sunday to grab a quick bite. I'm a fan of the food and the overall ethos of the company (non-gmo, free range meat, etc). Oh, and the barbacoa tacos are fantastic. 

Well, I left the family in the car while I took care of the ordering process. Quesadilla for the little one, burritos for the walkers/talkers and bowls for my wife and I. 

I get everything to our table and text my wife to let them know I'm ready for them. 

After distributing everything around the table and getting the kids settled (parents, you know what this is like), my wife finally pulls the foil lid off of her dish. 


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Friday August 23, 2013

Marketing Agencies are in the Lipstick for Pigs Business

Lipstick on a Pig

Marketing agencies are in the business of taking what you give them and giving you beautiful and functional brand elements.

You give them your product sheets, price list, market/demo information, mission statement, existing color palette and images and a copy of your newly minted strategic plan and goals, and they’ll develop imagery and messaging for a variety of formats, along with a communications plan, marketing calendar and possibly some negotiated ad pricing.

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Tuesday August 20, 2013

Never Stop at "I'm Sorry"

hand-written restaurant coupon that says I'm sorry

I just had a lunch at a favorite food joint near my office. A place I’ve regularly recommended to friends and family.

Today, the food was so-so.

As I was leaving, one of the waitresses asked, “How was everything guys?”. I figured I’d give her the benefit of the doubt and share my disappointment. “It was okay. The meat was chewy. Normally it’s falling apart and juicy. Today not so much.”

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Monday July 22, 2013

Malarkey, Hogwash, Tomfoolery...and Getting on the 1st Page of Google

definition of tomfoolery

Every business wants to land on the first page of google search results. Every bricks and mortar service/retail company wants a spot on the Google Places map on page one. The eternal question is- how do you get there?

There’s a glut of freelancers and consultants that are eager to “help” for a fee. It’s a business virtually anyone can get into, and everyone has. So how do you know if they’re helping, hurting, or fleecing you?

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Wednesday July 10, 2013

Kindness is Never Wasted

I had an amazing experience with a retailer recently.

Last June I purchased a laptop bag from Crumpler. I had surfed their site trying to figure out what bag I wanted, and then finally called to chat with one of their representatives to get their opinion. I ended up selecting their “Boston Heist” bag ($200).

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