Avoiding a Customer-Hostile Ending Memory

Avoiding a Customer-Hostile Ending Memory

Colonoscopy is an apt metaphor for this blog, as you will soon learn.  It was that point when I was due the every-five-year medical invasion. The dreaded prep was simple, with little discomfort. The physician was charming, noticeably competent, and thorough in...
“…But It’s Not What I Want!”

“…But It’s Not What I Want!”

Sometimes you can find an inspiring graphic on Instagram. One that recently caught my eye was a photo of a young girl in tears. The line at the top of the photo said: “He asked this girl: ‘Are you Hindu, Christian, or Muslim?’” She answered: “I am hungry.” It made me...
Stop Stepping Over Dollars

Stop Stepping Over Dollars

One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, “If the typical happy customer spends over...
Make your customers’ experiences an adventurE

Make your customers’ experiences an adventurE

I have a confession. I almost always go for the “off the beaten path” choice. Tried and true is typically trumped by “I’ve never had that before.”  So, you can imagine my reaction when the waiter seated us and handed us the breakfast menu with the announcement:...
Do You Nurture Encore customers?

Do You Nurture Encore customers?

Robert E. Lee is a plantsman from Independence, Louisiana (no relation to the General.)  He is famous for creating the encore azaleas—a hybrid between a standard azalea and a Fourth of July Rhododendron. (I am not making up any of these patriotic...