always positive, looking forward
Every wondered how you can gain influence in today’s over communicated, instant gratification digital world? Are you looking to give your career a boost or launch a new product with the attention it deserves? Look no further than Guy Kawasaki‘s book, “Enchantment” (amazon affiliate link). Why This Book Matters I am sure that most of [...]
About 3 weeks ago I had an opportunity to fly with SouthWest Airlines for the very first time. I’ve heard a lot about who they are, their passionate team members and their “no frills” approach to flying. The most important thing about this experience is that it taught me something that I had not anticipated. [...]
A couple of posts back, I talked about the importance of prioritizing your marketing and not getting distracted by all of the new media tools that are now available. With that in mind, I wanted to spend a few minutes talking about the one thing you can do to radically improve your customer experience – [...]
Listening to your audience is absolutely one of the most important things you can do. Your audience or customers have opinions. They have unique wants and needs. If you listen well, you can adapt your business to them and become far more relevant than any of your competitors. Being a great listener is absolutely a [...]
Ever walked into a business to make a complaint? What type of response did you get? Was the service you received as good or better than the typical service? The other day, Cassie and I dropped by a local restaurant for lunch. The food was good, but the service was, well, far from exciting. Toward [...]
The process was suppose to be easy, literally seamless. Your customer went online, stopped on by her favorite laptop bag seller, and found the perfect bag. From there she was able to make a variety of customizations – special buckles, colors, a laptop sleeve, a few little extras that she had always dreamed of. She [...]
Dear H&R Block, My wife and I would like to thank you and your team for a job well done. You might remember me. Last year I was not all that happy with the service I received while doing my taxes. After writing a short post about the situation, your team stepped in and helped [...]
After the plane came in from a rather rough landing, I then started searching for a way to get to the lodge. Tina, the incredibly nice lady in charge of the training had sent out a phone number for a different van service (the original van service was not making the trip because of the [...]
How are you staying in touch with your customers? Do you know what they are saying about your business? Do you care? You should… Cassie, my wonderful and beautiful wife, knows me very well. When we head out to dinner, she invariably knows what I order before I even pick it. It has become a [...]
As you think about your business and how you might improve the experience for your customers and/or team, it is often easier to think about it in pieces (but always keep things consistent with your brand, more on this another day). For example, you may decide to start from the parking lot, break the store [...]
, by Charles Duhigg 
, by Patrick Lencioni 
, by Joan Magretta 
, by Michael Hyatt 
, by Susan Cain 
, by Guy Kawasaki 
, by Ann Rhoades 
, by Mark Sisson 
, by Fred Reichfeld 
, by Geoff Colvin
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