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Boosting Brand Affinity With Customization and Personalization

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"Personalize Converse" Credit: Martina

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How many of us remember walking into a holiday gift shop when younger (and before a global pandemic put a stop to the H word), and eagerly searching for a fridge magnet, mug, or pencil inscribed with our name?

Pushing Past the Strategic Sweet Spot: Incorporating Your Customer’s Perspective

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"Press" Credit: Bob May

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Total quality management (TQM) was in vogue during my undergraduate years and early career in industrial engineering. The United States was catching up to the Japanese in manufacturing production as their Toyota vehicles outperformed our Fords.

Truly and Virtually Inspiring: The First Virtual Quest for Excellence Conference

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Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new 

How to Retain Brand Trust and Value With a Digital-Only Presence

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It has been more than a year since retailers were forced to temporarily shut their doors or put in place restrictions to limit the in-store experience.

What Leaders Can Learn From Crazy Horse, Part 1

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We live in an era of statue removal. Meanwhile the largest mountain carving in the world is under construction in the Black Hills of South Dakota just 17 miles from Mount Rushmore. The final carving will be 640 feet long and more than 50 stories high.

How Do You Get the CEO to Care About Customers?

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Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings.

Businesses Need to Get Serious About Reaching Their Online Customers

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"Demystifying Search Engine Optimization" Credit: Giulia Forsythe

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Unfortunately, a website is no longer enough for a significant or successful digital presence. Essentially, a presence is nonexistent without some consideration of search engine optimization (SEO).

Customer-Centricity: What Exactly Is It?

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The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” but the two are very different.

What to Consider When Setting Up an Online Marketplace

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During the past year, we have seen more businesses make the digital switch and take services online than ever before. For many, an ecommerce offering was a means for survival during an incredibly volatile and unpredictable time.

Pull, Don’t Push: Designing Effective Feedback Systems

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It’s a commonly held belief, one that gets played out daily in organizations around the world: Employees who receive performance feedback are much more likely to improve their performance than those who don’t get feedback.

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