My favorite measurement tool for customer interactions is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans, I call these customer interaction outcomes Net Positive, Net Neutral, and …
Customer Interactions You Can Easily Elevate to Create Superfans Read More »
What is the role of a keynote speaker? A keynote speaker delivers the primary speech at an event and is typically the main act of a conference. They’re like an orchestra conductor, setting the event’s underlying tone and core message with the finesse of a maestro. Their speech isn’t just a monologue; it’s a carefully …
Keynote Speaker: Definition and How to Find the Perfect Fit Read More »
If you’ve been to a Buc-ee’s before, you know it’s so much more than a gas station or convenience store; it’s a destination in itself. Buc-ee’s has achieved a cult-like following, thanks in part to its yummy barbecue and snacks, seemingly endless rows of gasoline pumps, and fun shopping sections. I’ve only been to a …
4 Customer Experience Practices You Can Learn From Buc-ee’s Read More »
In today’s fast-paced and hyper-connected world, businesses are constantly seeking ways to engage with their customers on a deeper level. Beyond simply selling products or services, savvy companies are recognizing the importance of building a community around their brand. Creating a vibrant, engaged customer community is no longer just a marketing strategy. It’s a necessity …
5 Reasons Why Your Brand Needs A Customer Community Read More »
Unless you live under a rock, you know that Taylor Swift’s Eras Tour has taken the country world by complete storm: her ticket release caused a major crash for Ticketmaster (and later, a congressional hearing); Glendale and Pittsburgh renamed their cities to Swift City and Swiftsburgh during their respective tour stops; nurses at Nashville’s Ascension …
5 Customer Experience Lessons You Can Learn From The Eras Tour Read More »
In the ever-evolving retail landscape, the past five years have witnessed a sobering decline and bankruptcy filings of well-known “category killers.” These once-mighty specialty retail giants, renowned for their vast selections and low prices that dominated the competition, have found themselves vulnerable to the relentless rise of e-commerce, shifting consumer preferences, and the lingering effects …
From “Category Killers” to Killed: Customer Experience Lessons From The Retail Industry Read More »
Brand love is a powerful force that drives customer loyalty and advocacy. It goes beyond customer satisfaction, creating an emotional connection that keeps customers coming back for more. When you cultivate brand love, it will become your company’s most powerful competitive advantage and can future-proof it against unfavorable market conditions. Dr. Aaron Ahuvia, a renowned expert …
How To Cultivate Brand Love: Insights From Dr. Aaron Ahuvia Read More »
On March 15th, T-Mobile announced that it has reached an agreement to acquire MintMobile, the low-cost wireless communications service provider co-owned by Ryan Reynolds. I’ve always been a fan of MintMobile because of its handsome stakeholder customer-centric philosophy, disruptive nature, and storytelling ability (which I wrote about in a newsletter last year). Company mergers and …
3 Customer Communication Lessons You Can Steal From Ryan Reynolds Read More »
Valentine’s Day is not just about romantic relationships; Valentine’s Day is all about making the people around you feel special. We all want to feel special, right? Of course! INCLUDING your customers. Every brand wants to attract their ideal customer, and your customers want to know that you love them as much as they love …
3 Tips to Boost Your Customer Acquisition and Retention Inspired By Valentine’s Day Read More »
We’re living with more distractions than at any point in human history, and we’re being inundated with more messages competing for our attention than ever before (tens of thousands, by some estimates). To break through the digital pollution, more companies are relying on content marketing versus outbound marketing to draw prospects into their brand. Because …
