While there are plenty of positive economic signs, substantial headwinds remain. The sustained falls in customers’ buying power will take time to recover from, and businesses are cautious about spending. In short, the economy is still very tough. Adding to the pain are the long-term trends of diminishing returns from traditional marketing channels and declining […]
Customer Advocacy: An Untapped Asset Read More »
Although we’re taught to never judge a book by its cover, aesthetics DO matter. In a recent blog post, I wrote about the rise of the Stanley Quencher (if you haven’t read that one yet, check it out here). The brand’s recent success can be partially attributed to its ability to uncover its customer’s story
Why Aesthetics Matter: The Aesthetic Usability Effect Read More »
Remember when someone said “Stanley Cup” and they were talking about hockey? Ahhh, the good ole days. If, like me, you roll your eyes when someone starts talking about the ~other~ Stanley Cup, I promise you’ll still find this deep dive highly valuable and interesting. People are OBSESSED with the (other) Stanley Cup. It was
What Happens When the Right Product is Targeted to the Wrong Audience Read More »
Finding the perfect gift ideas for your clients or loved ones can be incredibly stressful. Luckily, I’m here to help you with my SUPER gifting guide! Strategic generosity is one of the most powerful ways to create a “wow” experience for a customer or loved one and elevate the emotional closeness of a relationship. In
75+ Gift Ideas to Wow Every Client Or Loved One Read More »
No matter how great your 2023 has been, Taylor Swift’s has been… better. That’s fair to say, right? I’ve talked about Taylor Swift on this blog before — not because I’m a hardcore Swiftie, but because I think everyone who is in the business of selling or marketing anything to fans (read: YOU) can learn from
How Taylor Swift Follows the SUPER Model Read More »
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 »
