The 3 C’s of a customer-first organization

The 3 C’s of a customer-first organization

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...
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...
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)...
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,...
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...
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...