Dan Naden

How Marriott successfully uses the power of a name

A group of youngsters stand in line. A soccer ball lies at their feet. Two boys, the strongest ones, stand…
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Selling a product to a reluctant observer

The eager conference booth worker stands ready to hawk his product. The business cards are ready. The demo laptop is…
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Dear Turner Field: Turn off the front row TV

Fall’s whispers were present that night. Summer’s heat was fading, ushering in a welcome crisp, chill to the air. It…
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@Southwest Air: Customer Can Do Attitude is THE rule

The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…
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What 3 behaviors repel visitors from your conference booth?

I recently attended a conference and noticed a few behaviors that I don’t think are conducive to maximizing one’s investment…
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@Subway: Marketing through song is as good as it gets

When ‘selling’ a product, isn’t it all about how you tell it? Here are two approaches for a fictional razor…
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Status meetings: Value-add or productivity drain?

A group of co-workers stare down a deadline. How will the project get done? This project has huge expectations. If…
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Make your product invisible

Like electricity, the use of a dataphone has almost become that predictable, consistent, expected. When you want to make a…
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@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery

A stack full of pancakes… A heaping portion of hash browns… A delectable blueberry muffin that crumbles perfectly… Millions don’t…
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The big question: How’s business going?

I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person: How’s…
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@Disney: 3 ways to turn your wait in line into a world of wonderment

Waiting in line for something thrilling is sometimes difficult. Your mind races with excitement in anticipation of what’s next. The…
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@Hertz: The Virtual Agent Lightens the Pain of Waiting

I’ll admit it; I hate waiting. I try to be patient, yet I am spoiled by the immediacy of everything.…
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Sea World presents a charming day…with a catch

I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers.…
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@ Best Buy, it’s the stuff that brings them in….

Since when have we become so ‘accessorized’? Recently, I visited a Best Buy and expected to find wall after wall…
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When’s the last time you talked with your customers?

Have you heard someone say?: “To have a friend, you need to be a friend.” Can this quote be repurposed…
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Play a game of Hide and Go Seek with your customers

Ready or not here I come. The moment this phrase is written or heard, you know its context: Hide and…
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Are you going Strawberry Shortcake on your customers?

Target is often my ‘home away from home’. There are weeks where my family visits the store ‘at least’ 3…
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Audience 101: Talk with us, not at us

Shortly after the calendar flipped from 2010 to 2011, our family attended our neighborhood’s church for an uplifting Sunday morning…
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Chuck E. Cheese’s childhood magic leads to adult dullness

If there’s a children’s birthday party frequent flier club, I am approaching medallion status. When I walk into the Castle…
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Want to be a leader? Hold onto your self-esteem

Read on: Guest post from Edward Caulfield from Serious About Service. Thank you Edward for your contribution. If you were…
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