Why do people do business with you? Is it because of WHAT you do or is it because of WHY you do it? According to author and thought leader Simon Sinek, people buy the “why.” Over the past few weeks I’ve been asking clients and other professionals their “why.” Many times it doesn’t seem clearly defined. I do believe the “why” is critically important in business, and if … [Read more...]
Are Your Client Delight Efforts Misplaced?
I have spent many years speaking about the concept of creating an exceptional client experience. I even have the term, “Client Delight” trademarked because of the educational materials I have created around this topic. But recently, I read something in Harvard Business Review (July-Aug 2010) that made me change my thinking on this topic, quite drastically actually. The … [Read more...]