Blog

“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,...

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...