Category Archives: Market Differentiation

Nashville delivers an experience – but did it build "Loyalty"?

Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…

Back to basics – start with "Raw" information…

For some reason this past few weeks the discussion about “how to collect customer feedback to improve the customer experience” has come up so I wanted to address this and hopefully get everyone back on the right track. My rule is that if “you don’t know the answer, go ask”.  This basically says that if…

EBRT embraces Social Media…

Last Wednesday I had the distinct pleasure of speaking to one of the most influential and well respected business groups in the area – Bellevue Chamber of Commerce’s EBRT (Eastside Business Roundable).  This group is comprised of some of most well known business leaders in both Seattle and Bellevue. Why was I there?  They were interested,…

Actions speak louder than words…

One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers?  What I find out there is an incredible discrepancy between what is “said” and what is “acted” out by companies. Too often a business tells its existing customers that they are the MOST…

When will they get it…

When are companies going to GET IT – the customer has a voice about the experience they want from a company.  Unless companies can dial into this experience, they will become irrelevant.  A great article that supports this and has the numbers to back it us is the Internet Retailer and their article, “Companies fail to measure…

Love it or…

I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive.  While I am not a big fan of the print media overall because of how they sensationalize almost everything, I do have to agree with Tom…

Joe, way to go – you 'da man…

I wrote an entry a little while ago referencing how parasitic the media is right now and how they are literally preying on the bad news to keep themselves alive – it sucks.  I can’t say it any other way than that.  It is also why I am telling everyone I come in contact with (in…

Seth got it right – almost…

Seth Godin, probably one of the greatest marketing minds of a new era is usually “spot on” in about everything he offers up – at least I believe he is.  If you haven’t seen his blog, you have to check it out and follow him for a few weeks to get a feel for how…

It's that time of year…

Just like clockwork, when the first of the year rolls around, people start to think about Planning – both personal and for their business.  While many try to get the jump on things in the fourth quarter, many don’t really get motivated to do it until they open up their new calendars.  Is this bad?…

What is Customer Experience 2.0 anyway?

Customer Experience 2.0 is a new way of thinking and a new way of acting.  The goal of introducing the framework and approach in Customer Experience 2.0 is around two primary principles – DIFFERENTIATION and SALES.  This is a unique way to combine some leading edge, inexpensive tools to create tremendous results in both these…