Do You Know What Your Prospects and Customers Really Think?

Posted on by in Business, Communication, Customer Service, Learning, Managing Talent, Marketing, Pricing

When was the last time you really asked for and wanted honest feedback? Chances are it’s probably been awhile. Not just because most of us don’t ask, but because we don’t really want to know. In fact, we even have systems designed to avoid it, right? For example, we might have customers fill out evaluation […]

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Are Your Systems Stupid?

Posted on by in Business, Change, Customer Service, Design, Growth, Leadership, Operations, Personal Development, Remarkability, Strategy

Every company has them–they’re the reason why we love Dilbert, laugh at The Office, yell at the auto attendant in “customer service,” who “can’t understand our response,”  and can’t wait to tell our friends and co-workers, “You won’t believe what happened to me today.” Or, in the case of people like me, blog about them. […]

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Need Some Inspiration?

Posted on by in Attitude, Branding/Differentiation, Business, Change, Character, Communication, Creativity/Innovation, Customer Service, Design, Finances/Money Management, Goals, Growth, Leadership, Learning, Managing Talent, Marketing, Personal Development, Planning, Remarkability, Strategy, Time Management, Writing

If you’re at all like me, chances are you have some favorite quotes that you return to over an over again to  pick you up and get your headed in the right direction. I remember, shortly after my board coup several years ago, the movie “Rocky Balboa” came out and in the middle of the […]

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Shame on You Home Depot!

Posted on by in Branding/Differentiation, Customer Service, Leadership, Managing Talent, Marketing, Remarkability

Now, before I explain the title of this post, let me give you some background. Unlike a lot of people, I’m not a home fix-it kind of guy. My father, who was a college professor, earned his way through college as a carpenter and is incredibly skilled in carpentry and home repair. My brother is […]

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Don’t Follow Verizon’s Lead!

Posted on by in Attitude, Business, Communication, Customer Service, Growth, Relationships, Small Business

I’m constantly amazed how a large company can be so terrible at customer service and have their systems so poorly designed and run. I’ve written about this multiple times, but there are two key lessons any business ought to take from my latest encounter with the mess called Verizon. First, before I share the two […]

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New Free Report on Fast Growth Released Today!

Posted on by in Branding/Differentiation, Business, Change, Communication, Customer Service, Entreprenuership, Finances/Money Management, Goals, Growth, Leadership, Learning, Managing Talent, Marketing, Operations, Planning, Small Business, Strategy

Want to Know How You Can Immediately Begin to Grow Your Business Faster Than You Ever Have Before—While Increasing Your Ability to Lead It More Effectively? If so, you’ll want to immediately get your hands on the new free report I just released today entitled, “The Seven Secrets of Fast Growth Companies.” Inside it you’ll discover, […]

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Don’t Make an Omni Mistake!

Posted on by in Branding/Differentiation, Business, Customer Service, Leadership, Marketing, Operations, Remarkability

Have you ever set out to create a system in your business that deliberately irritated or disappointed your customers? Probably not. But if I asked, “Have you ever done so?” The answer would probably be, “Yes!” I had one of those experiences the other week. I was speaking at a convention in Orlando that was […]

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How to Quickly Raise Frontline and Tech Team Performance

Posted on by in Communication, Customer Service, Leadership, Managing Talent

Ever get frustrated by the lack of performance of your frontline or tech teams? Do you regularly see balls being dropped by people who ought not drop them? Well, if you have, you're not alone. But, more importantly, how can you quickly turn that around? Well, one way is by simplifying the system you give […]

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Be Willing to Spend a Little More to WOW a Potential Customer

Posted on by in Business, Customer Service, Design, Marketing, Remarkability

While remarkability tends to decrease the cost of customer acquisition (i.e. as more people remark to others about your products and services, you pay less per new customer because word of mouth doesn’t cost you directly). However, what often drives remarkability is your willingness to spend a little more money on the new customers you […]

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Is Your Customer Loyalty Program Really Part of Your Strategy (Or Just an Add On)?

Posted on by in Branding/Differentiation, Business, Customer Service, Marketing, Remarkability, Small Business, Strategy

How many times have you been in a retail location that had a “customer loyalty” program that didn’t really work? Not that the cashier didn’t know how to punch the card, but that the store really didn’t stand behind the offer? Or to put it another way, where you felt like the management had a […]

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