Vendors: It’s Never About You
Today, I write angry. And sometimes, writing angry is good (in moderation) for the soul. I am tired of all…
Category: Customer Service
My Daughter’s Take on Marketing
Coders code and salespeople sell. HR people recruit and IT pros keep the servers and networks performing optimally. But what…
Stop telling me your greatness; Start showing me how you can help me.
The press release boldly claims that the latest product release will revolutionize the software industry. The commercial shouts that…
BREAKING: Two Conference Handouts that won’t end up in the Trash Can.
If you’ve been to a trade show lately, you’ve seen the ‘material’ that fills most booths. The white papers and…
That’s not my department.
Responsibility; ownership; accountability; these themes sound weighty, and they are; being responsible, accountable, with an ‘owner’s mindset’ is tough to…
eBook: How Do Brands Win Business
Friends, Product marketers, business owners, customer service reps, product managers, marketers: It’s been a lifelong dream of mine to publish…
2 simple tips to make your trade shows magnificent
Over the past 12+ months, I’ve had the fun, enriching opportunity to represent VersionOne at a variety of conferences and…
I wouldn’t do your job for all the money in the world.
On a typical day, you’ll encounter a wide variety of people, performing many different roles. Susan, the perky red-haired Starbucks…
I wanted to do business and I got ignored
I recently had some small business owners visit my home to give me an estimate for some yard work. As…
Saturday Morning Memories Created @Lowes
It’s Saturday morning; what’s on my schedule? Sleeping in? Not a chance. Hungover? Nope. I turned 21 years ago. What’s…
Coffee Bean: Customer Focused every day
I have high expectations for new businesses. I have an expectation when entering a new store that I’ll be treated…
Coffee Bean: Readying for a Starbucks Fight
I love to see new brick and mortar businesses start. I get a charge out of seeing businesses do their…
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…
@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…
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…
@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…
@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…
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…
@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…
@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.…