Are your customer loyal or just satisfied?

Are your customer loyal or just satisfied?

For many years, businesses used the word “satisfaction” as the evaluation customers used to telegraph their fidelity. “Your satisfaction guaranteed” was a very popular advertising tagline. Then we learned that three-fourths of customers who...
Do You Have Too Many Customers?

Do You Have Too Many Customers?

I have a lawn maintenance company that has been taking care of my yard for a few months. I have concluded they have too many customers. I may have to help them out by taking my business to one of their competitors that needs customers.  Here is the backstory...
Create Colorful Memory Bubbles

Create Colorful Memory Bubbles

A cousin of mine recently passed away. She had been very ill for a long time. She was surrounded by her immediate family as her spirit exited this world. At the funeral, I spoke to one of her family members about her final time. “Right before she breathed her final...
What’s Your Customer Experience Trailer?

What’s Your Customer Experience Trailer?

A few weeks before the 1994 movie, The Lion King came to theatres, my son and I went to the movies. The theatre aired the 90-second trailer of this new Walt Disney film. Elton John’s The Circle of Life played in the background. All the animals of the wild...
You Are Invited to a Customer Reunion

You Are Invited to a Customer Reunion

I just returned from my high school class reunion. I visited with classmates I had not seen since our graduation many years ago. We looked at old photos in a slide show. I did not recognize many of my classmates who had dramatically changed since we donned our robes...