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Promises and Commitments – Changing an Organization
The other day, I was interviewing a group of people from a customer of our client. We routinely ask about Promises our client has made, and whether keep those Promises are kept in the course of their...
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“Marry Your Customer”– Well, sort of…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while....
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Carly Fiorina got it right…
Carly Fiorina, a household name in the business world, was a guest speaker at Seattle Pacific University’s annual breakfast meeting in Seattle last week. There is no question she is one of the more...
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Collective Amnesia “forgets” about the Customer
I just read an article and felt compelled to share some thoughts about it since it was using some new “language” to describe some well known problems with management. The article was titled, “Culture...
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“Executable” Strategy is the clear “Winner”
For the past number of years we have been talking about how everything needs to start with the Customer in mind and that if they aren’t considered in everything you do, you are missing the point....
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Keeping it simple…
The Wharton School of Business online newsletter, http://knowledge.wharton.upenn.edu/index.cfm, had an excellent discussion (and video interview) with Colleen Barrett, CEO of Southwest Airlines. The...
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Simplicity – Simply the right answer…
One of the key “mantra’s” that I live by and what I strive to accomplish with all my clients is “Simplicity.” Simple is just simply better. I know I am taking a bit of liberty with some words here...
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Dumb it down for best results…
Today I read two blogs that were focused on something we have been preaching for many years – if the “lowest common denominator” in your business (customers and employees) don’t get it, nothing will...
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Transparency – use it or lose it…
I just read a great article in Harvard Business Publishing, “In a downturn, please put aside pathetic platitudes,” written by John Baldoni. The reason this is a great article is that it is “in your...
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Stay tuned for some changes…
In the upcoming days and weeks you will start to see some changes happening to the “Loyalty” Blog you are so used to seeing and reading. NO, we aren’t going away from the core concept that Customer...
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