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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)...

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,...

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...

 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...

Another title I considered for this post is, “What can you say about a marriage that’s also true about a business?”   Now you can understand why 3C’s mission is to bring more ❤️ into the world, one customer relationship at a time, and why I’ve been...

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. ...

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...

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...

(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...

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...