Customer experience is about making promises and keeping them.
The airline industry takes a beating when it comes to customer satisfaction surveys but I have to share a great experience…an experience that set the right expectation and delivered on it. I was flying Jacksonville to Philadelphia and the flight attendant conveyed a promise and set an expectation: she said it’d be 1 hour and […]
Customer experience is everyone’s job.
I was at a Dunkin Donuts drive-thru yesterday and noticed this dashboard that tracks speed of service. I told the teen that was working the window how great the dashboard was. She said “there’s too much red and not enough green…I have some work to do.” This young lady may be earning a few bucks […]
That’s the jawn!
Your team is built with people with perspectives and backgrounds? That’s the jawn! While working in Florida, someone mocked my Philly roots by using the word “jawn”, a distinctly Philly word. There was a young man nearby who said “I can’t believe you know jawn. I thought I was the only who knew this word!”. […]
Your staff is watching…do the right things.
If you don’t think your staff is watching, listening and learning from you, think again. My 9-year-old daughter…in 2005…stitched and decorated this pillow from an old pair of my jeans that were torn and no longer of use to me…or so I thought. At the time, the Bud Light “Leon” Commercials were trending. Leon was […]
Don’t be the person who crushes a dream.
In 2005, I helped coach my son’s little league baseball team to the championship. At the end of the season, a father said to me that his son wanted to quit baseball after the prior year; the coach didn’t give his son a chance, played favorites, wasn’t a very good teacher. He said that his […]
A failed door installation re-affirmed critical business truths.
Customers have choices and they’ll choose more often than not to give their money to product and service providers who respect them, offer a great customer experience and work quickly to resolve issues that arise. I went to a local, reputable, family-owned windows and doors business to buy and install a new front storm door. […]
Ten surefire ways to blow-up your web development project.
Want to make sure your website redevelopment project fails spectacularly? Try these things (and please understand the sarcasm):
Need some help from marketing? No problem. Just drop a quarter.
We hold these truths to be self-evident: But, what about marketing? Well, when it comes to marketing, the whole business world believes marketing should function as a vending machine. The answer to all these things? “Sure, no problem. Let me just go to our marketing closet and pull these off the shelf. Piece of cake.” […]
Is your marketing team strong-up-the-middle?
If not, take some cues from Major League Baseball. GMs of baseball teams always like to be strong up the middle when building a team: catcher, shortstop, second base and centerfield. Think early 80’s Phillies: Boone, Bowa, Trillo, Maddox. Here’s how I go “strong up the middle” when building a marketing team:
Be a velvet sledgehammer.
And some other necessary behavioral traits for marketers. I do a fair amount of mentoring of young marketing professionals. Often-times I’m asked my opinion on the behavioral traits needed for success. There’s certainly a long list of traits needed for success; here are just a few that come to mind: For those involved in marketing, […]
