Participative Relationships: Co-Creating the Experience With Customers
In 2019, I wrote about a marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power.
Give Customers Exactly What They Need: Building the Perfect Buying Profile
Businesses are constantly looking for ways to improve both the efficiency and effectiveness of their operations. And this will only become a more important focus as we continue to navigate the complex and volatile Covid-stricken commercial climate.
The Season of Customer Imagination
All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their leaves from the limb.
What’s the Secret to a Great Customer Experience?
I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he develope
Why Customers Dump You and How to Avoid Risk-Taking Mistakes
Do any of these sound familiar?
How to Get Really Great Customer Service
Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe that turns even a cold initial encounter into a warm one.
The Butterfly Defect
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If you are a quality engineer or maybe even the quality manager of a manufacturing company, investing in quality improvements may be a no-brainer. Defects are inherently undesirable, right?
How to Do a Quality Strategic Pivot to Address Covid
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"Wizard Chess" Credit: Katie Wheeler
‘It’s not going away, and we have to face that reality.” That’s what the CEO and founder of a quality-centered high-tech manufacturing startup with 180 employees told the leadership team in early July 2020 to convince them of the need to do a strategic pivot to addre
By the Customer: The Power of Customer-Created Offerings
He stood on a platform in the early afternoon of a cold November day only a few feet from the edge of Soldier’s National Cemetery. He was dizzy and feverish, suffering with the beginning of smallpox.
Socially Responsible Business Behavior: Correct Isn’t Always Right
One of the favorite aspects of my career in the insurance industry is delivering a positive outcome to someone in the midst of a personally challenging situation.