Customer Experience starts before
customers even know you: your SEO

October 11, 2015 by in category Marketing

Are you missing something in your SEO? Much of what you’ve heard about SEO has become obsolete. Now, I’m not one of those strategists walking around city streets wearing a sandwich board proclaiming SEO is dead. Ironically, you can do an online search for “Is SEO dead?” and you’ll find dozens of articles about the […]

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The Ultimate Cheat Sheet on the 5 Roles of Leadership.

April 3, 2015 by in category Leadership

There is a formula for success. I’ve seen it work for small, independently owned companies as well as Fortune 500 companies. Here’s what it looks like: Focus on the Customer It starts with an extreme customer focus. You should have a complete understanding of your customers, why they buy your product, the steps they go […]

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Mastermind Groups and World Domination…Mwhahaha!

October 22, 2014 by in category Employee Engagement, Leadership

When you hear “Mastermind Group” you may immediately imagine monocle-adorned supervillians sitting around a dimly lit conference room table practicing their bored monologues or maniacal laughter while caressing their pet tabby. Well, leave your laser at home. World domination aside, Mastermind Groups are created by a group of ambitious like-minded people who love to learn […]

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Why Leaders Must Be Strong AND Gentle

August 21, 2014 by in category Leadership

Back when I started my career (insert Dark Ages joke here), we were always taught that leaders were “strong,” not just in business but in society overall¬—family, religion, politics. However, as I moved through my career, I was fortunate to work with many of what I would consider great leaders (and just as many awful […]

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5 customer experience mistakes
entrepreneurs can avoid.

August 21, 2014 by in category CX

Man, I love entrepreneurs. There is no group more fun to hang out with. As a member of Entrepreneur’s Organization, I hang out with entrepreneurs regularly. Every one of them is full of passion, energy and contagious excitement. For most, their drive is the uncompromising belief that the old way of doing things must be […]

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The Schizophrenia of Financial Services
Customer Experience.

June 28, 2014 by in category CX, Marketing

Remember the old Oscar Meyer Weinermobile? They’d park this cylindrical spectacle at the local mall and hand out weiner whistles to the kids. It was a novelty and, most likely, holds a place in the marketing Hall of Fame. But it was for hot dogs. Not financial services. Recently, I saw a local bank with […]

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Here’s why customer experience matters.

June 16, 2014 by in category CX

Here’s an interesting (and robust) list of reasons why companies should be interested in building a customer-focused business. (As compiled by Return on Behavior  Magazine) Facts about customer experiences and referrals 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services A dissatisfied customer will […]

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Leadership must be earned. But first, it must be taught.

June 10, 2014 by in category Leadership

During one of our recent webinars, one of our attendees posed this question: “How do you handle those in management positions who push down future leaders because of their own personal agenda to be promoted?” Great question. We’d all love to think this type of manager only exists in Hollywood movies, but sadly it’s probably […]

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How To Create A Customer Driven Culture (Turning Learning Into Action)

June 3, 2014 by in category CX

If you had an opportunity to attend the Gartner Customer 360 event, your head was probably swimming (like ours) over all the opportunities to enhance customer focus for your organization and creating a customer driven culture. But it’s one thing to learn and another to take action. In this series, we provide our thoughts on […]

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Trust is a competitive advantage that’s hard to imitate

May 27, 2014 by in category Employee Engagement, Leadership

Several years ago, I was working late on a project. The company I worked for was closing in on a ten million dollar account and I was in charge of the RFP. The company conference room table was straight out of an episode of Hoarders, stacks of documents balanced precariously across its top. Sometime late […]

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