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21 05, 2018

Keeping Up With The Fire Hose

By | 2018-05-20T13:41:04-07:00 May 21st, 2018|Education, Entrepreneur, Small Business, Strategy, Value|

The Fire Hose Keeping up with the “fire hose” of the things I’m interested in is enough of a challenge. Add to that the, shall we say, “Dynamic” nature of my business of consulting in digital marketing, and it’s easy to see how specialization takes place. Being a generalist in any area, while [...]

13 11, 2017

Survey Says!!

By | 2017-11-12T13:55:37-07:00 November 13th, 2017|Blog, Content, Conversation, Listening|

The best way to find out what your customers are looking for from you is ASK THEM, Right?! Well, that’s the message this week. I’ve written frequently about the importance of really listening to your customers and acting on what you hear. Now you have your chance to participate, and I have a chance to “Walk The [...]

6 11, 2017

Loyalty, Customer Experience, and the Death of Your Business

By | 2017-11-02T12:53:19-07:00 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 | 2017-10-05T14:45:17-07:00 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 | 2017-08-23T16:39:03-07:00 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 [...]

26 06, 2017

The Integrity and Priorities of Place

By | 2017-06-26T07:52:07-07:00 June 26th, 2017|Authenticity, Community, Small Business, Strategy|

The Priority of Place I recently wrote about how the things you actually spend time on uncover your priorities. A colleague of mine noted that what you spend money on does the same thing, which is partially true. There are a number of things you spend money on that are not discretionary, like food (if [...]

12 06, 2017

White Knuckle Deadlines

By | 2017-06-12T14:16:10-07:00 June 12th, 2017|Performance, Productivity, Small Business|

Deadlines Deadlines for your business are driven by different things. Sometimes they’re built-in, more or less. That is, the In-Real-Life (IRL) aspect of making a delivery date, or cranking out a report, or arriving at a service appointment on-time make a deadline almost immaterial. There are a lot of times when it’s [...]

1 05, 2017

THE BEST OF APRIL – Facebook for Business, Reviews, and Where to Spend

By | 2017-06-12T14:16:11-07:00 May 1st, 2017|Conversation, Facebook, Measurement, Reviews, Social Media, Strategy|

Facebook Post Ideas 17 Killer Facebook Post Ideas For Small Business Owners A lot of the time, you feel lucky just to post something, let alone change things up. This article by Kim Garst will give you 17 ideas to make your posts more interesting, compelling and fun! […]

17 04, 2017

Reviews: Don’t ignore them! It’s Your Reputation…

By | 2017-06-12T14:16:12-07:00 April 17th, 2017|Authenticity, Customer Experience, Reviews, Social Media, Strategy|

How do YOU manage your reputation? I got the chance to speak to a large group of business leaders this week about online reviews and how to work with them. This is an area that continues to be of concern to businesses, and has gained particular focus in the past [...]

20 03, 2017

Business Critical: Listen-To-Understand

By | 2017-06-12T14:16:13-07:00 March 20th, 2017|Authenticity, Conversation, Credibility, Leadership, Listening|

Listening-to-understand I wrote an earlier article called Listening is Visual that was about a trip during my last corporate job to Florida to meet with some technical community leaders there. I had planned to do “the usual”: I had created a PowerPoint presentation that represented the bullet points I would talk to [...]

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