Category: Heart on your sleeve
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How to measure loyalty
Does your CRM system have a mechanism for capturing exceptional acts of loyalty? A customer who picks up the phone and argues for your value with a referral? An ex-customer who publishes an article about their positive experience with your company? Someone who skips a big discount to stay with you? Sometimes we can't even…
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Conscious values
Building a long-lasting relationship with our customers requires us to identify our values and acknowledge which of the customer’s values are being served. Traditionally, advertising agencies buried those values in metaphors and stories. Now, more and more companies are just stating them outright, assuming the customers can make a quicker, more long-lasting connection. Internet Retailer:…
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Where resilience arises
I'm embarrassed to be such a quitter. I quit my last job, as I have many before. I have quit many entrepreneurial projects as well. I do know what my mission is. I connect people through data. The people are important, and the data help us find and connect with them. If I am true…
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How creatives can turn the weakness into power
I highly recommend this entire article by Ted Leonhardt on how creatives can stop caving in when they feel vulnerable and use the feeling to establish human connections. Twenty years ago, the accusation that I was "taking business too personally" nearly wrecked my life, until I realized it's an advantage to everyone that I take…
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Creativity not the purpose but leads to meaning
In the fall of 1995, Fast Company magazine arrived in my mailbox with the cover that said, "Work is personal. Computing is Social. Knowledge is Power. Break the Rules." It was a breakthrough moment for me, frustrated by my corporate career and trying to figure out how to make work more meaningful. For me, work…
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How to be referable
Face-to-face networking has always been a big part of my life, even though I'm very introverted and drained by busy meetings. Michael Katz does a good job of reminding us how to make the most of it. The problem we solve is… "we're not getting as much as we could from our customers." 'As much'…
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Instead of gaming the rewards, make the game rewarding.
When employees are able to make contributions on the job which make sense to each of them, then compensation becomes a straightforward matter of fair play. Experience Matters: CX Tip 7 – Motivate employees with intrinsic rewards, 2013-Sep-25 by Bruce Temkin Companies often try and force employees into doing things by slapping on metrics and…
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Why you’re leaving money on the table if you don’t stay tight with your customers
Most companies do many things to attract attention, then fill a customer need. Sadly, that puts them on an eternal treadmill. Unless you work first to establish a strong bond with the people you want to serve, everything else is just flailing around. Your company must be built out of interaction with customers. You know…
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A Brand is Maintained by its Behavior and its Ability to Learn
Branding is mistakenly seen as image building. Branding is actually an outcome of the way a company behaves. If all the employees understand the values which drive the brand, they will know how to behave in any circumstance. Your customers expect your brand to learn, adapt and evolve over time. That's why your processes have…
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What are we writing here?
In the world of writing for a living, the hacks will always be with us. Even if you write for traffic, you can still write with heart. Medium: Think you have empathy?, 2014-Apr-30 by Barry Enderwick When was that last time you fell in love with some good content? The answer is, of course, never.…
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