Sometimes too much of a good thing can make even the simplest decisions difficult. A friend of mine shared a story the other day. She and her husband had one of those kitchen multi-timers. It was simple, reliable, easy to use and worked like a charm for years – until one day it didn’t. […]
“Customer service isn’t about telling people how awesome you are, it’s about creating stories that do the talking for you.” – Peter Shankman I went to the bank the other day. I was greeted by name as I stepped through the door. (How do people have such good memories)? Same thing at […]
“I wish everyone could get rich and famous and have everything they ever dreamed of so they would know that’s not the answer. “ – Jim Carrey We provide products and services, hang up a price tag and sell to whoever is willing to pay the money. The more people who buy, the […]
I can’t think of anyone who isn’t at least peripherally aware of Monty Python. From the sublime to the ridiculous, John Cleese, Michael Palin, Terry Gilliam, Eric Idle, Graham Chapman and Terry Jones’ brilliant theatrics made them not only cultural icons of their generations, but for all generations; because among other things, they proved that a […]
Big retailers are finding it more and more difficult to apply the same operational modalities and mindsets they used to grow their businesses in today’s market, and it’s easy to see why. The internet has provided opportunities for consumers to buy the same products cheaper and more conveniently. Where once they may have been the only […]
“Remember, our conduct is influenced not by our experience but by our expectations” – George Bernard Shaw In mythology, Pygmalion was a sculptor who carved a statue of a beautiful maiden, fell in love with it and brought it to life with a kiss. In literature, George Bernard Shaw’s “Pygmalion”, Henry Higgins, transformed the […]
“Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.” – Stephen Covey What do you sell? Maybe you sell a product, shoes, cars and stuff. Maybe you sell insurance or financial services. Maybe you fix computers. It doesn’t matter. […]
Selling isn’t what it used to be. Buying isn’t either. The internet and social media have changed what we know, how much we know and how we want to be spoken to. But more than that. It’s changed the way we feel about the whole buying process. We can find information about anything now, and […]
The success or failure of our businesses is directly related to the beliefs customers have about them. They’re comprised of all the interactions and experiences customers have with us, our products, and our services. Regardless of whether a customer speaks with us, or anyone else in our organization, the voice that speaks back to […]