Monday July 8, 2013

Go Ahead, Ask The Dumb Question

businessman raising his hand to ask question

I started my career in sales. That’s where I learned the whole “fake it til you make it” philosophy or “bullshitting” for short. And I’ve spent the last 10 years unlearning it.

What I’ve come to realize is there’s far more value in asking dumb questions, than there is in pretending I already know the answers.

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Friday June 21, 2013

CX Today: Personal Chefs and the End of Automation? *Updated*

personal chef cooking and woman drinking wine

Traditionally, customer experience, or it’s older step-sister, Customer Service, is a reactive game. What should we do? How do we need to handle this? How should we fix this? What do we need to do to keep this customer from leaving?

Today, marketing and brand-building spend is being influenced heavily by Customer Lifetime Value (CLV). The realization that every customer or prospective client has a long tail value that extends far beyond that first sale or service ticket.

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Tuesday June 4, 2013

Hard Edges- Offending the Majority, to Thwart the Outlier?

One of the first things I look for when I’m consulting, are hard edges. Hard edges are those policies or procedures companies put in place, that employees are asked to abide by regardless of circumstance.

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Thursday May 23, 2013

A Case for Animated Video

‘ve been digging on whiteboarding videos and animated pieces for some time now. They’re fun to look at. For a real treat, check out these guys’ portfolio. Or here’s a great whiteboard example.

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Thursday May 23, 2013

Stress just a Symptom of Control?

stressed out guy

Was talking with a buddy earlier today. He was depressed and angry. I poked around a bit, trying to help process, asked a few questions.

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Monday April 29, 2013

15 Books That Have Changed the Way I Think

Often, after I’ve spoken to a group of students or business owners, I’ll get a followup email or phone call asking me about a book I mentioned during my talk. Here’s my current list of the most formative, and my most often quoted books in my stack. (In no particular order)

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Monday March 18, 2013

A Banking Migraine & How to Not Give Your Clients One

photo of jerry seinfeld trying to rent a car

I spent my morning in a bank, setting up a new business checking account for a project I’m working on. It didn’t go well.

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Tuesday March 5, 2013

To Know, and to be Known- A Birthday Reflection

pictures of chris nordyke

5 years ago I saw a revolution beginning. Social networking adoption was exploding, and a new culture of transparency and authenticity appeared to be emerging. I became a zealot.

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Wednesday February 27, 2013

The Top 5 Blogs in My Flipboard

picture of blogs I read like Seth Godin Dan Pink

Here’s the 5 Blogs that I find consistently meaningful to the work I do, and why

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Thursday January 17, 2013

Satisfaction Surveys Don't Work- 3 Ways to gather REAL feedback

boxes with a check mark

Tracking and improving your customer’s experience is a very real and important part of your overall brand strategy. Perhaps more than ever.

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