Random thoughts in no particular order.
5 Things You Think Are Working…But Probably Aren’t
April 27, 2011 By 4 Comments
Your processes might be working. But it’s the little things that chip away at customer relationships.
Apathy as Your Company’s Main Competition
April 25, 2011 By 13 Comments
Your main competition is not the company you fear. It’s not the start-up nipping at your heels or the juggernaut you are always chasing.
3 Things You Can Do Today to Improve the Customer Experience
April 22, 2011 By 3 Comments
Companies, employees, customers, products, org charts and, of course, entire economies can change pretty rapidly.
Metrics Are Great, But Always Late
April 20, 2011 By 8 Comments
You don’t know what you think you know. Metrics only tell half the tale.
Keeping Up with the Joneses…or The Zappos or The Apples
April 18, 2011 By 3 Comments
The Internet as an “envy amplifier:” It’s easy to find people or companies that are taller, richer, smarter than you. Now a word about customer envy
Have Some Fun with Customers
April 15, 2011 By 5 Comments
How are you having fun with your customers? Some of my favorite examples…
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