Blog

4 steps to engage and delight with stories

4 steps to engage and delight with stories

What is it about a good story? “Storytelling” is now enough of a business buzzword that it risks becoming cliche, but it’s a cliche for a reason--it’s true. Don’t tell me the moon is shining. Show me the glint of light on broken glass. --Anton Chekov Storytelling...

read more
Personal selling in a virtual world

Personal selling in a virtual world

Is meeting customers face-to-face feeling like a thing of the past, amidst video calls, emails, and texts? How can you build a relationship with a customer or prospect, when it’s less likely you can meet at their office or take them to lunch? How can you still build...

read more
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)...

read more
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,...

read more
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...

read more
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...

read more
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. ...

read more

Free Tips and Insight

Improve customer engagement, leadership, public speaking, and more.

Free tips and insight delivered straight to your inbox.

One or two times a month, you won’t get sick of us!