Customers are Closer Than You Think

Here is an observed “customer experience” from my dentist office this week. (I am at my dentist on a biweekly basis because I have Invisalign braces.) Because of the kind of work I do I’m always listening from a customer perspective and thinking...

Art of The Start

I’ve just started reading “ Intriguing ideas to consider. A worthy read from what I can tell so far. Great book, engaging writing. So far – four stars...

It’s Time to Connect With Your Customers

In the new Apprentice series starting this fall with Martha Stewart in charge I noticed… The take-away idea from the first show: in business you must “Connect with your Customers.” Right on. Nice to hear (even from a reality TV show). And I’d...

Must Read Book by Tom Peters

Tom Peters latest book “Re-imagine! Business Excellence in a Disruptive Age” is a must read for any wanting to make a real dent in the business world. Peters is willing to say he’s “mad as hell” because “pissed off people” is...

Book Recommendations Sept 2005

1. Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right By Arussy ****4stars – very practical ideas and exercises for how to orient your business for success — some ideas my seem radical compared to ‘business as...

Employees Make or Break Your Business

I’ve been thinking a lot lately about the value of employees – and how when they are satisfied your business flourishes. Employees (and especially those that interface directly with your customers) can make or break your business. Recently I read that...

Customer Experience Management

I love the concept “Customer Experience Management.” Focusing on the customer experience with an organization (customer touchpoints). Thinking about what the company needs to offer, and then what the customer in turn will offer (much more than cash). And...

Customer’s Don’t Grow on Trees

I recently read this article in Fast Company, written by some of my favorite thinkers and writers in the Customer Relationship space – Peppers & Rogers. Many companies want to be or believe they are focused on the customer – but practically many are...