A few weeks ago I posted on my blog the Promises Architecture showing that making and keeping Promises is key to building Advocacy personally or professionally. This is something I developed over 5 years ago and is proving to be even more relevant today with the advent and use of social media. Today, I saw…
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…
Interesting question, isn’t it? The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers. But is it really the “right” word for our times and does it really communicate what is really meant by the author? I don’t…
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 face” accurate on what really shouldn’t be going on in organizations. John states in the article that when times are…
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 but think about it. The world has gotten so complex that the messages and products and…
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 controversial people in business today and was the center of attention for several years during her demise at HP. But, whether…
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. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…
I have recently been introduced to the entire E-Myth philosophy and way of thinking by some colleagues and wanted to share some thoughts and comments about it. After reading through their book, “The E-Myth Revisited: Why most Small Businesses Don’t Work and What to Do About It” by Michael E. Gerber, I quickly saw some…
Today I was browsing a website that lists member requests for assistance with various business issues. I have never really taken the time to look at what type of requests are on the list, but for some reason, I was curious today. It was laden with the usual requests for IT system selection help, recommendations…
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 relationship – it’s part of our approach. And an interesting question came up that I thought was compelling enough to…