As we're halfway through the year, entrepreneurs across the globe are preparing themselves to rise above the negative impact of COVID-19 and hoping to get a strategic jump on crucial business aspects such as customers. It's often perceived that gaining new customers is like hitting a home run. Although this notion is true, no business should just be focused on expanding … [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...]
Building Customer Loyalty
A satisfied customer is not a loyal customer by any means. I build brand and customer trust by being loyal to THEM and by NOT expecting them to be loyal to me! How do I build customer loyalty? I earn loyalty by giving it. I do it one “D” at a time: Discover (what is important or of value to my customer), Decide (what their experience will look like), Deliver (what I … [Read more...]
When is a “brand” not just a brand?
Any business person worth their salt will tell you that branding is important. People have to be able to recognize your products or services on sight. Some brands are symbols or images, some are just words and others are a combination of words and images. As an example, when I see the name General Mills, I instantly think of Cherrios. Can't help myself. I know that the … [Read more...]