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Put Empathy in Your Customer Journeys

Put Empathy in Your Customer Journeys

Customer ❤️ can start before potential customers even speak with someone at your organization. Digital transformation has changed how customers interact with a business, and can even fully replace human interaction, even in business-to-business (B2B)...

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Quick Tips for Electronic Meetings

Quick Tips for Electronic Meetings

It looks like knowledge workers are going to continue conducting meetings via electronics for the foreseeable future. Whether it’s a personal choice to limit exposure or avoid a commute, driven by employer decisions to delay office openings, or by government mandate,...

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Serving Aloha

Serving Aloha

Last weekend, I experienced customer 💗, Hawaiian style. It was kupaianaha—amazing!   Dear, longtime friends who were visiting us were excited to introduce my wife and me to another longtime friend they had not seen in many years, so we decided to visit...

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Addicted to (customer) 💗 

Addicted to (customer) 💗 

 What brand do you 💗? How does it make you feel?    My mom says she 💗 Kat, the massage therapist who comes to my parents’ home occasionally. She 💗 her because she has brought my dad and mom respite from some of the aches and pains of...

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Fix your broken CLV and NPS

Fix your broken CLV and NPS

Our last couple of blog posts explained the logic and key components of measuring Customer Lifetime Value (CLV) and Net Promoter Score (NPS).   Let’s dive a little deeper. Once you start paying attention to those critical metrics, you’ll want to work to improve them. ...

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Unpacking Customer 💗 Acronyms Part Two

Unpacking Customer 💗 Acronyms Part Two

Welcome back to Part Two! Every profession has its jargon, its “TLAs” that give insiders a shorthand. (What’s a TLA? A “three-letter acronym!”) At their best these save a few syllables here and there when the cognoscenti gather, but they can be a barrier to...

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Unpacking Customer 💗 Acronyms Part One

Unpacking Customer 💗 Acronyms Part One

Every profession has its jargon; its "TLAs" that give insiders a shorthand. (What's a TLA? A "three-letter acronym!") At their best, these save a few syllables here and there when the cognoscenti gather, but they can be a barrier to understanding with the civilians...

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What Does Customer 💗 Look Like?

What Does Customer 💗 Look Like?

(If you like cheesy 1980’s music, put on this song while reading.)   Last Monday night, my wife and I were tired following an active weekend of camping and hiking and then a full day of work. Because we had not gotten to our usual weekend tasks, we were planning an...

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10 Tips for a Great Business Email

10 Tips for a Great Business Email

How long do you take to decide whether to open an email? Probably not long—recent research reports that it takes as little as three seconds for us to determine it’s okay to ignore an email and move on. Some emails get opened because of who sent them—your boss, a...

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