by wiadmin | Jan 24, 2014 | Customer Loyalty
Walk in a theatre for a Broadway play in New York and the appetizer you are given between the ticket counter and your seat is the Playbill. It not only is a tool to tell you about the plot and characters, it sets the mood for what you are about to see and hear. Walk...
by wiadmin | Dec 17, 2013 | Customer Loyalty
It’s almost over! With Christmas Eve just one week away, the holiday shopping season is winding down. Folks on both sides of the cash register are feeling the pressures of the season. For many customers, panic is setting in. They’re tired, they’re...
by wiadmin | Nov 12, 2013 | Customer Loyalty
A good friend once told me that using quantitative metrics to assess a qualitative experience is a bit like trying to drive a nail with a B flat. Now, there is nothing wrong with B flats. Mozart used them all the time in his symphony-composing work. But, when he...
by wiadmin | Aug 19, 2013 | Customer Loyalty
What if your customer’s experience was a bird? Would it be more like a crow or a peacock? Crow-like service can be noisy and unpleasant, like the warp-speed disclaimers we hear at the end of some radio ads. Customers need scarecrow defenses to keep crow-like service...
by wiadmin | Jun 11, 2013 | Leadership
An eagle got the neighbors talking. My backyard fronts a large lake with a cove wrapping around each side of the lot. Peering out the side window early one morning, we spotted a giant American eagle struggling to get out of the shallow water in the cove and up onto...
