Blog

It’s one thing to bring a potential customer “in the door,” but transforming them from a potential customer into a LustomerTM (Lustomer = a customer who wants your success because you help them succeed) is a whole different ball game. While your marketing, branding,...

Do a quick search and you’ll see that “The Year of the Customer” was declared for 2020, 2021, and now again for 2022. So I may not be going out on a limb here, but…you’ll never be out of step if you focus on turning your customers into Lustomers™,  or those...

Why are some brands so much more popular than others, part of the zeitgeist rather than “just another company?” Whether it’s a shoe company, a clothing designer, or even a fast-food chain, there is a reason behind consumer preferences. While quality and taste may have...

No business can last without customers, and investing time and energy to ensure your customers feel ❤️ generates sales and increases loyalty.  What’s often overlooked when companies aim to build excellent customer experiences? That customer...

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...

“It starts at the top.” That’s a common phrase we’ve all heard in relation to an organization’s culture. But implementing any type of change in company culture isn’t always easy. In my last post, I discussed the 3 C’s of a customer-first organization: communication,...

Customer-first organizations do three things well, these are practices they invest in and keep balanced—communication, customer programs, and culture. Each component needs the others to form a whole, and ensure customers feel the ❤️.    Breaking...

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...

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,...