All week long, we've been writing about the importance of deepening relationships with customers by delighting them when they do business with you. On Tuesday, I showed you how to map your waypoints …
Mapping The Customer Experience
Lynn's experience at The Apple Store over the weekend is no anomaly. She didn't just get the "good" employee to help her. Apple has systems, policies and procedures to duplicate, scale and train on …
Managing Change From The Inside Out
What if the people in your organization that seem most resistant to change and new ideas could become the greatest allies for their implementations? On Tuesday, I was in Asheville, North Carolina, …
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Positioning Wedges
Think about your two or three biggest competitors... list them out 1, 2, and 3. Do it on paper - stuff gets more real when you put it down on paper. Now, answer this question for each competitor: In …
Shareworthy Success!
Our clients and friends, Chapman Heating & Cooling, had their monthly success breakfast meeting yesterday - where they share company highlights and progress toward company goals. It's a great time …
Dumb Opening Lines Revised
Ryan nailed it yesterday writing about the dumbest opening lines for radio ads in the history of the earth - wasting great opportunities to promote products and services with lazy, bad writing. The …