Remarkability Isn’t About One Thing, It’s About Lots of Things

Posted on 28. Mar, 2007 by in Branding/Differentiation, Business, Customer Service, Leadership, Remarkability, Strategy

When I’m working with clients on an issue related to customer service, one of my favorite exercises to walk them through is what I call the Restaurant Experience Cycle.  The first thing I do (and you can do with your staff) is draw a large circle on an easel or white board. I then ask, […]

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Apple’s Secrets of Retail Success

Posted on 14. Mar, 2007 by in Branding/Differentiation, Business, Customer Service, Planning, Remarkability, Strategy

I don’t know about you, but I was shocked this week when I read how profitable the Apple Stores are.  In Fortune Magazine’s article on, "America’s Most Admired Companies" (3/19/07), where Apple placed number seven on the list, Jerry Useem wrote that while Saks delivers $362/sq. ft. per year and Best Buy delivers $930/sq. ft. […]

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Put the Quality In First, Then Give it Away

Posted on 07. Mar, 2007 by in Branding/Differentiation, Business, Customer Service, Design, Remarkability

Have you ever eaten at Chipotle’s?  If you have, you know it’s not in the same league as Citronelle here in DC or Gramercy Tavern in NY, but for fast food it’s not bad.  In fact, it’s pretty good compared to its competition (Taco Bell, McDonalds, Burger King, etc.).  And the proof of their strategy […]

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Options Matter More Than You Think

Posted on 01. Mar, 2007 by in Branding/Differentiation, Business, Creativity/Innovation, Design, Leadership, Planning, Remarkability, Strategy

If you’re like most people, and you come up with a couple of ideas about how to make something you’re working on more remarkable or creative, chances are you run with your first or second idea.  Which is probably a bad idea.  Why?  Because your first few ideas are almost always top of the head, […]

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Make Sure You Surprise Them in Your Recovery (a la Jet Blue)

Posted on 01. Mar, 2007 by in Business, Communication, Customer Service, Remarkability

You’ve been there.  You’ve ordered something at a restaurant and it wasn’t right. You brought it to the attention of your server, only to have them begrudgingly take your meal back to the kitchen (attitude required). For the next ten minutes you keep looking for your server but they’re nowhere to be found (probably on […]

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You Don’t Get to Call What You Do a WOW (The Vista Mistake)

Posted on 01. Mar, 2007 by in Branding/Differentiation, Business, Communication, Customer Service, Leadership, Planning, Remarkability

One of the simple, but more difficult concepts to get across to a lot of business leaders is that they don’t get to determine if something is a WOW. They can plan for it.  They can brainstorm for it.  They can hold focus groups about it.  But, at the end of the day, companies, organizations […]

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It’s All About Perception (Strategy)

Posted on 01. Mar, 2007 by in Strategy

When you’re making a choice about what to buy (product or service), what influences that decision?  if you’re like most people, it’s the perception you have about that product or service.  In other words, you believe that company A’s product or service can better meet your needs.  Or maybe you believe that Company B’s quality […]

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If You Want to Be the Employer of Choice . . .

Posted on 01. Mar, 2007 by in Leadership

Regardless of what field you’re in, attracting and retaining top talent is essential to your success.  If you have the right people on the bus (and in the right seats, as per Jim Collins), then the probability of your company succeeding is greatly enhanced.  Nothing new there.  However, what is new (for most employers) is, […]

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