Author Archive
Customer Experience: Fine Architecture or House of Horrors?
Imagine what would happen if you had dozens of architects and hundreds of contractors all working on your business. Now image if there was no master plan and each individual spoke his or her own unique language. It’s not hard to imagine that you would have something that would resemble the Winchester House […]
If the Economy Sours, What Will Your Customers Do?
Recent news coming from Wall Street won’t exactly fill your stockings with Holiday cheer. In fact, it may make you think about tucking a bit of your discretionary cash under the mattress for the proverbial rainy day. If the economy does sour, what will your customers do? Will they continue to spend as […]
Three Online Trends That Will Impact Your Business
If you’ve listened to your customers - or attended a retail industry conference - over the past five years, then you know that cross-channel retailing continues to be a hot topic. Not only are more and more Americans going online, but a growing percent of them use the Internet to research and purchase products. Retailers […]
Hi, How May I Offend You Today?
As an American consumer, chances are that you have been offended in some way by a company this year. It hasn’t always been that way. Before the current era of mass-everything, there was a real connection between proprietor and customer: a connection that continues to be the envy of most businesses today.
Let me take you […]
Learn The Secrets Of Customer Experience That Drive Ultra High Business Performance
Is your business stuck in neutral, or worse, drifting backwards? It doesn’t have to be that way. Some companies have figured out the secret for achieving ultra high business performance, and it has nothing to do with anything you’ll find on the balance sheet.
An elite set of companies have uncovered the secrets of […]
Every Project Should Connect the Dots
In today’s business world, implementing projects is the way that things get done. Projects are conceived and reviewed nearly every day, but not every project is created equal. Some projects can create results that go straight to the bottom line, while others languish to generate any tangible results.
Hopefully, everyone will experience their fair share […]
Loyalty Shouldn’t Be Your Customer’s Problem
Not all loyalty programs are created equal: some work like super glue to keep customers coming back again and again while others can backfire. Loyalty programs can backfire when they put too much of a burden on the customer for participation. In order to do it right, companies should look for ways […]
