Dollars to Donuts: It Takes More than Sweets to Win Customer Loyalty

I was heating up a sweet Krispy Kreme Original Glazed for dinner tonight (I know, bad idea, I usually each much better) and the phrase “dollars to donuts”

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Turn Every Employee into a Valuable Brand Ambassador

A consulting colleague of mine, Roberta Matuson, recently wrote a great post for her Forbes blog on “How One Employee Can Permanently Damage Your Brand.” Roberta raises a

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Creating Brand Affinity when the Customer Experience is Over

There’s no doubt that delivering a compelling customer experience is critical to building an enduring brand, but what happens when the experience ends? Does your brand fade from

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Destroyed Trust : My Apple Story and What it Means for You

Trust is a Precious Commodity Customers, whether they’re B2B buyers or consumers, don’t offer trust up lightly. It must be earned every day. If you have it, treat 

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Hold that Coupon! Some Incentives Hurt Business

Do Your Customer Incentives Work? The other day I was shopping in a major department store and I couldn’t help overhearing a conversation between a sales clerk and

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How to Show Customers the Door

What’s the Fastest Way to Lose a Customer? I was recently quoted in an article on Industry Edge about How to Lose a Customer Forever. The article was targeted

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Customer Appreciation: 30 Ways to Thank Your Customers

There’s an Art to Customer Appreciation Making customers feel appreciated can seem harder than it should be. We all want to express our thanks in ways that are

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Psst! Your Corporate Culture is Showing – 5 Clues to Watch

Corporate culture is critical to customer relationships. Whether it’s healthy or not, your corporate culture shows. Is your business is having a fantastic year? Thank your customers. But

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Do Your Customers Really Come First?

How often do you make a call to a business, only to hear the frustrating refrain, “Your call is important to us…” Really? No matter how often companies

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Can Your Business Pass The Twitter Test?

Several years ago I worked in corporate marketing for UPS, a remarkably well-oiled organization. To improve our Preferred Customer Program, we decided to benchmark best-in-class performance of other

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