Never Ask the Customer to Do What You Can Do

Posted on 31. Oct, 2006 by in Business, Customer Service, Design, Remarkability

Don’t you hate it when you call a company with a problem, and they give you another number to call? "I’m sorry, you’ve called customer service.  You’ll need to call tech support at the following number?"  Aaahhh!!!! Or, in today’s culture, it often occurs with email.  You send an email to someone in response to […]

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The First Step to Creating WOW is to Eliminate UnWOW

Posted on 19. Oct, 2006 by in Branding/Differentiation, Business, Creativity/Innovation, Customer Service, Design, Planning, Remarkability, Time Management

If there’s one thing I keep saying over and over again to my clients it’s this, "Subtract before you add." Why?  Because the natural tendency for most of us is to keep adding and adding and then adding some more.  But in this world of overwhelming complexity and breakneck speed, if we keep adding more […]

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A Tale of Two Universities

Posted on 17. Oct, 2006 by in Branding/Differentiation, Business, Customer Service, Leadership, Remarkability

Can a university be remarkable?  Absolutely! "You’ve got to be kidding?"  No, I’m not. Like I say over and over again, "Anyone and anything can be remarkable," which, believe it or not, includes a university.  Let me explain. Recently, my wife and I took our 17-year-old daughter on a series of college tours.  On a […]

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Go Above and Beyond

Posted on 04. Oct, 2006 by in Customer Service, Remarkability

I don’t know about you, but sometimes it’s easy for us (especially those of us who like to fancy ourselves as "intellectuals") to make life and business too complicated.  The bottom line for creating a remarkable customer experience is rather simple, go above and beyond what the customer expects, period. For example, recently I arrived […]

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