I know a successful Denver web designer whose mantra is: “Keep working for the referral.” In other words, even after he gets the business, he continues to work hard to deliver a breathtaking design to his clients in order to delight them – and inspire their referrals. But what impresses
Marketers have increasingly been using acquired intelligence about their customers to tailor pitches to match customers’ unique buying patterns and preferences and to attract their future spending. And while marketers hope for consumers to respond favorably to their tactics, that’s not always the case. My local supermarket asks for my
This post is the ninth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The ninth obstacle is deception. Deception encompasses everything from the fine
In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of the University of Pennsylvania, defines customer centricity as “a strategy to fundamentally align a company’s products and services with the wants and needs of its
Have you ever been treated to a fine dining experience where the host hands you the wine list saying, “Why don’t you select the wine. Remember, it’s my treat.” As you scan the wine list, a bottle of Far Niente Cabernet Sauvignon catches your eye but at $200 a bottle,
Have you ever enjoyed a bottle of wine at a restaurant and then, days or weeks later, could not recall the wine’s name? On occasion, to improve the odds of recalling the wine, I’ll either take a picture of the bottle with my phone, scrawl the wine’s name and year
Yesterday, at my son’s football camp, I noticed that whenever he went out for a pass during scrimmage, he’d stop, wave his arms wildly, and call out to the quarterback, “I’m open! I’m open!” The quarterback would glance in Cooper’s direction and see what the rest of us saw—the defender
The title of this post is a quote by Guy Kawasaki. Guy is a “somebody.” I had my first interaction with Guy in 2009 when I approached him through Twitter to see about obtaining ten signed copies of his book, Reality Check. Although he was busy with a leading blog,
My two oldest boys recently attended a cousin’s LEGO® Star Wars™ themed birthday party at the LEGO® Store. When they returned home, each was carrying a bright yellow LEGO party goodie bag and proudly wearing a LEGO name tag that had been personalized with his name. I asked them how
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