I just read the book What Customers Crave by Nicholas Webb and the last two paragraphs were, to me, so profound that I had to share. Every day we wake up and go to a job, and if it’s a job that has a meaningful mission, where we get to make other people happy, we … Continue reading The “Why” Of a Meaningful Life
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Three Steps to a New Habit
What exactly are we trying to do when we send people to training? We are trying to create new habits and new ways of doing things that yield better results. The problem I always hear though is that once people get back from training, it doesn’t seem to make a difference. Buy why? Why aren’t … Continue reading Three Steps to a New Habit
Who Cares About Customers?
Who cares about customers? Many of you might find that question shocking, many of you might agree, and many might be resigned to it given the current business environment. Are customers important? Does it really matter if they are happy or not? Or does it only matter that they get what they came for in … Continue reading Who Cares About Customers?
Business Needs To Get Well
“Your service sucks!” I heard this the other day when a disgruntled customer got angry in a nearby store. How many times in the last few months, weeks, or even days have you wanted to scream that? I don’t think it is at all unusual. The push for bottom-line results and shareholder value has put … Continue reading Business Needs To Get Well
Customers. Are their brains with you or against you?
Throughout your life, five times every second, 300 times a minute, your brain, as well as everyone else’s brain, is continuously scanning the world around it to determine whether things are dangerous or safe. It happens in your subconscious mind all day and you don’t even realize it, and the determination makes a big difference, particularly in interactions … Continue reading Customers. Are their brains with you or against you?
Emotional Connection. It’s not that complicated.
Emotion has become the buzzword of the customer experience industry over the last couple of years. The talk is about how to get customers emotionally involved and connected to business. As with most of these big buzzword business topics, there is a lot of discussion and theorizing about trends and complicated formulas involving data and … Continue reading Emotional Connection. It’s not that complicated.
You can make times of struggle easier if you just care a little.
Flying can be a hassle and airlines seem uninterested in making it easier. They miss so many opportunities to differentiate themselves and provide a better experience that it would seem they have no interest in doing anything other than providing a commodity. Take this example. I was flying to the east coast from California, and, … Continue reading You can make times of struggle easier if you just care a little.
The Customer Perspective and the Mayo Jar
I believe that no company that makes mayonnaise has ever used their product. If they have, do they have a magic formula for getting all of the mayo out of the jar? Maybe you don’t have a problem with it but I struggle when I get to the end. I simply cannot find a way … Continue reading The Customer Perspective and the Mayo Jar
A Magic Lesson
David Blaine is a magician who has done amazing, death-defying things. He was buried alive in New York City in a coffin for a week living on nothing but water. He froze himself in a block of ice for three days and three nights. He stood on top of a hundred-foot pillar for 36 hours … Continue reading A Magic Lesson
Does your business really want to help people?
I recently saw an interview with Adam Lowry, who, along with Neil Renninger, founded Ripple Foods, the maker of Ripple plant-based milk. In the interview, Fowler said they created their product because they wanted to help people. This simple reason for existing might not seem like a big deal but it really stuck with me. … Continue reading Does your business really want to help people?
Neal Woodson 