Welcome back to Part Two of this post… The customer experience meltdown I described last week is not at all uncommon. I see stuff like this all the time. And I bet you do too. Things like: Disgruntled Employee grumbling openly about hours, work conditions, or other co-workers. This tends to happen most frequently as [...] Read more »
Why You May Be Sabotaging Your Advertising Efforts and How to Avoid This Mistake – Part One
I’m concerned that you may be sabotaging your advertising efforts… and it has nothing to do with poorly written ads, or choice of media. Truth be told, I’ve carried this concern for a long time. But it took a customer experience meltdown to remind me that I need to make sure you’re maximizing every penny [...] Read more »
The Four Ways Sound Affects Your Customers
Hat tip to my good friend, Brett Feinstein for finding this incredible video on the power and influence of sound. A must watch for any marketer or retailer, especially those advertising on radio. Enjoy. Read more »
Where’s The Breakdown In Your Personal Experience Factor?
Last Thursday, I had the unfortunate experience of spending the day in a hospital lobby, anxiously waiting for my dad to come out of surgery. But other than the worrying part, the experience wasn’t all that bad. The lobby was inviting and comfortable with plenty of seating. And the hospital staff was helpful and compassionate. [...] Read more »
Could Customer Hoop-Jumping Be Robbing You Blind?
Customer Hoop-Jumping Experience #1: I recently wrote about a soon-to-be-open Anytime Fitness center that’s losing a golden opportunity to sell memberships during pre-launch – all without spending a penny on traditional marketing or advertising. I recommended that the gym leverage its prime location by posting a phone number or website address along its storefront. A [...] Read more »
What a Preschool Can Teach You About Delighting Customers
Yesterday was my daughter’s first day of pre-school. To calm frazzled nerves, the teacher handed my wife a little ziplock bag containing a cotton ball, tea bag and tissue. The attached note read: “Dear Preschool Parents Here’s a little gift for you as you leave your precious one with us on the first day of [...] Read more »
In-Flight Delight
“Sit back, relax and enjoy your flight!” Those are the seven most meaningless words you’ll ever hear when flying. It’s next to impossible to enjoy anything when your straight-jacketed into a flying aluminum tube for hours upon hours. And I don’t know about you, but I find nothing makes the time fly by (pun fully [...] Read more »
Bikinis and Quitting Time
Mornington, Australia. Five-minutes-to-five. Three bikinis in hand. Checkout counter two feet away. “We close at 5 o’clock. You’ll have to leave now.”, ambushed the sales woman. Jaws agape. Words choking. Julie and her two daughters calmly place the merchandise back on the shelf and exit the seashore boutique. And one-hundred and three dollars walk out [...] Read more »
Tom is in high demand as a 
