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If You Listen to the Talking, You Won’t Hear Nearly as Much Yelling
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...
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. ...
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...
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...
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...
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...
When to Stop Selling (Hint: Don’t)
Why did the PolitcalWire blog run an article in mid-March this year called "Joe Biden's 2021 Campaign"? What's he running for? Here are my take and the lesson that business communicators should draw from it. The COVID-19 relief bill that passed the House and the...
What’s Sexy about Business Writing?
Good business writing is seductive. It pleases the eye. It begins by hinting at something good to come, then strategically draws the reader to the parts that most need attention. Good writing is clear about what it wants; it makes offers and demands. It is attentive...
This Time It’s Personal
Remember the British politician whose kids barged into his study while he was on a video interview with the BBC? Try not to laugh when his daughter marches in like she owns the place. And that was *before* the pandemic when we’ve all risked—or welcomed—blending our...
Opening Possibilities
Last week, Sharon and I were watching a rom-com to unwind after a long workday. The hapless lead, eyeing an attractive target across the room at a party, fumbled the pickup line. “Is that your opening?” was the scornful reply from the object of the poorly-delivered...