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6 11, 2017

Loyalty, Customer Experience, and the Death of Your Business

By | 2017-11-02T12:53:19-08:00 November 6th, 2017|Authenticity, Customer Experience, Loyalty, Small Business, Trust|

Customer Experience The deeper I get into the research concerning customer loyalty and engagement, the more it is pounded into me that it centers on Customer Experience (CX for short). The kicker about CX is that, while there are certain common factors and processes that carry across most customers and audiences, it really [...]

9 10, 2017

Why Focus on Loyalty?

By | 2017-10-05T14:45:17-08:00 October 9th, 2017|Conversation, Customer Experience, Dialogue, Focus, Loyalty, Strategy, Trust|

Loyalty Loyalty, always a high-sounding word, is ever more in the news and on our minds. Whether it’s loyalty to a sports team, a political cause or ideology, a leader, a brand, a long-standing relationship, a coffee shop, or the family doctor, we seem to be more concerned with it and discuss it [...]

21 08, 2017

What Do Your Customers Think?

By | 2017-08-23T16:39:03-08:00 August 21st, 2017|Customer Experience, Customer Support, Entrepreneur, Marketing, Reviews, Small Business, Trust|

Happy Customers! Got customers? Then you are interested in what they think of you, since that will drive not only whether they purchase your product or service, but other things, too. Like: What do think of your product  / service? Will they buy again? How will you know what they think unless they tell [...]

24 07, 2017

Collaboration: The Action Side of Conversation

By | 2017-07-13T16:45:48-08:00 July 24th, 2017|Collaboration, Conversation, Strategy, Trust|

Collaboration Collaboration is the action-oriented manifestation of dialogue. I had an online conversation with a colleague during which we each remarked on the current snapshot of busy-ness we have (summer can be notoriously slow, depending on your business…I think the ice cream parlors pick up, but I digress…) and some of the projects [...]

20 02, 2017

Doing Specifics the Right Way

By | 2017-06-12T14:16:14-08:00 February 20th, 2017|Authenticity, Communication, Customer Experience, Focus, Marketing, Strategy, Trust|

Be Specific! The challenge of being specific is that it seems impossible to scale. What does being specific mean in your business? It’s the truth behind perception, communication, understanding, prejudice and the barriers presented by a kind of ‘telephone’ game space between people. It means that if you can connect [...]

14 11, 2016

Can We Save This Conversation?

By | 2017-06-12T14:16:17-08:00 November 14th, 2016|Authenticity, Communication, Conversation, Credibility, Diversity, Trust|

Have the Conversation The events of this past week and my ongoing focus and interest in conversation and communication converged in a big way. Can’t ignore this one….not that I’d want to. The challenge and opportunity are too big. The direction that America takes impacts us all as citizens and as business [...]

17 10, 2016

How Do You Focus To Listen?

By | 2017-06-12T14:16:17-08:00 October 17th, 2016|Awareness, Communication, Conversation, Credibility, Customer Experience, H2H, Leadership, Trust|

Listen-To-Understand There is a budding resurgence taking place concerning the importance of Conversation in life and business. Not that a lot of the words aren’t just hanging out there, dissipating in the wind. A lot of businesses grab the “shiny thing” when it comes to the latest discussions and thinking around whatever [...]

10 10, 2016

FOCUS: Does It Really Matter If You Care?

By | 2017-11-08T15:13:49-08:00 October 10th, 2016|Authenticity, Collaboration, Communication, Credibility, Focus, Marketing, Trust|

Caring Caring is “we” not “I.” In life and business, caring is the assessment that you have the other persons’ interests in mind as well as your own when you make decisions and take actions. Of the four aspects of trust I’ve written about, this is in many ways the [...]

3 10, 2016

FOCUS: Is Your Competence “Fake It ’til You Make It”!?

By | 2018-05-10T13:38:12-08:00 October 3rd, 2016|Authenticity, Credibility, Entrepreneur, Focus, Leadership, Marketing, Small Business, Social Media, Strategy, Trust|

Competence What kind of reality do you live in? This is more than a philosophical or existential question, reaching past any famous figures “Reality Distortion Field” or the stories we tell ourselves, good or bad. As regards our true competence, the role we fill in our business lives, it is more about [...]

26 09, 2016

END OF THE SUMMER! The Best I’ve Found for You…

By | 2017-06-12T14:16:18-08:00 September 26th, 2016|Communication, Credibility, Facebook, LinkedIn, Marketing, Measurement, People, Small Business, Social Media, Strategy, Trust, VACC, Video|

The beginning of Fall is upon us and we’re all planning for what our holiday business is going to look like, right? In a final look-back on our collective Summer, here are 5 articles I found to be particularly compelling……plus an extra post about trust that resonated with many who [...]

12 09, 2016

FOCUS: Of Course You’re Reliable! RIGHT??

By | 2017-06-12T14:16:18-08:00 September 12th, 2016|Authenticity, Communication, Credibility, Customer Experience, Focus, Good Business, Leadership, Meaning, People, Trust, Uncategorized|

Are you Reliable? The far end of reliability is taking things for granted, right? You hop in your car, perform some kind of ignition action, and you just EXPECT the car to start up so you can go do what you need to do. You head into the barbershop or salon you've been [...]

5 09, 2016

FOCUS: If You Read One Article About Sincerity, Read This One!

By | 2018-08-02T16:28:52-08:00 September 5th, 2016|Authenticity, Communication, Credibility, Focus, Good Business, Leadership, Trust|

Charles Spurgeon and Sincerity “Sincerity makes the very least person to be of more value than the most talented hypocrite.” – Charles Spurgeon. Building and investing in relationships means building and investing in trust. In my last article, trust was defined as “choosing to risk making something you value vulnerable to [...]

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