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Random Thoughts in No Particular Order
This is the post that will prove to the non-believers that blogs are stupid. Here are some random thoughts which haven’t quite formed into posts yet. I’m hoping you’ll help me. 1. What the heck is...
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What Does Success Mean To You?
A few months ago, I put this post on Facebook: “Doing laundry on a Saturday night. Living the dream here, people!” In a weird way, this sums up my definition of success. How many times are we asked...
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What Gary Vee Can Teach You About Feedback
Yesterday, my friend ( and occasional foe, but that’s another story) Gini Dietrich blogged over at Spin Sucks about how Gary Vaynerchuk used a (misleading? misrepresented?) statistic to prove a point...
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Six Ways to Assess and Improve Your Customer Experience
I was honored to be a returning guest blogger on Arment Dietrich‘s must-read blog, Spin Sucks. Here is a repost of a recent blog…in case you missed it! As humans, we like to fool ourselves. At best,...
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The Micro/Macro of Customer Experience
When micro becomes macro (and back again) Imagine you sign up for a service which you believe will help you rent your place out for a week. You sign the papers, pay the invoice and find a tenant. Woo...
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10 Most Popular Posts and Milestones of 2012
I love how when I’m working on digging up popular posts from 2012, Mrs. Gini Dietrich comes out with a tool that is really helpful. Apparently there’s a method to finding out your most popular posts...
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#WomensDay: A Different Kind of Equality
Change of plans! I was originally working on a tongue in cheek post for today since Jeannie and Lisa are on their way to Austin for SXSW (thus leaving me in charge. Mwahaha. World Domination anyone?)....
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Why the Term “Lurkers” Shows Disrespect to (Potential) Customers
Jeannie is on Spring Break with her family (I wasn’t invited sigh) but one really awesome thing came out of it! I got to ‘meet’ Elja Daae from the Netherlands via email, a good pal of Jeannie’s since...
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Mastering Monster Loyalty, Lady Gaga Style
With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building...
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Real-Time Audience Feedback
I had the honor of speaking at SOBCon conference for entrepreneurs hosted by Terry “Starbucker” St. Marie and Liz Strauss this weekend. The theme of the event this year was the “Customer-Centered...
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Startup Growing Pains: What Would You Say to Help a New Company?
This isn’t a “how-to” post. If you are looking for information and answers, you can stop reading right now. This is a “How Do I?” post. If you know about providing customer service then I encourage you...
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Youtility and Strategies for Earning Loyalty
I just finished reading Jay Baer‘s new book, Youtility: Why Smart Marketing is About HELP and not HYPE, and I’m really, really excited about reviewing it. It fits so nicely into our theme of rewarding...
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The Golden Ticket to Rewarding Customers?
As we mentioned earlier this month, we are exploring ways to reward loyalty. The game is changing quickly, and some companies are coming up with very different approaches. One company in particular has...
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Not Hiring? Helping Job Seekers Connect is No Skin Off Your Back
The job market may be getting better, but it’s not great yet. I don’t know about you, but I still know quite a few people looking for work. I’ve had so many inquiries, I eventually had to really create...
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Without Personalization, Social Networking is Not Social
We’ve come a long way with social networking In the past few years, social networking has really taken off! Use of social media is quickly becoming mainstream communication. It is great to see so many...
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5 Ways Patient Experience and Healthcare Will Change in 2014
We’ve been having some fun around here with predictions. It’s always intriguing to channel Nostradamus and predict what will be new or different in the coming year. With so many changes around...
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Charge Up Your Content Marketing Strategy for the New Year: Read The...
Have you ever experienced that moment when you THOUGHT you were doing something right, only to realize you could do it so, so much better? That’s the moment I kept having while I was reading The...
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Emotion Wins the Battle: Why Branding Still Matters
I don’t talk about branding all that much. I see it as a simple part of the customer experience equation. The brand promise of your company sets the expectations for your customers. If the experience...
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Losing Customers Graciously: Why The Possessive Ex Can’t Get Another Date
Everyone’s had a bad breakup. Remember that old romance that started off strong and then ended with rage and disgust? You know the one that always makes you roll your eyes whenever someone mentions it,...
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5 Things We Expect (and Rarely Get) from Conference Sessions
We’re approaching the end of the first quarter of 2014, which is a good time to assess what has worked and what hasn’t. And as I review what I’ve taken away from the events of 2013, I can’t help but...
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