I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer engagement. IBM invited a select group of people they referred to as influencers. I was fortunate to be in this group, which included a dozen authors, bloggers, and thought leaders. The speakers at the general and […]
One of my favorite strategies in customer service is the membership experience. And, you don’t have to be an exclusive or private club to create that membership experience for your customers. In my book The Amazement Revolution, I used American Express as a role model for this powerful concept. They are hardly a private club, […]
We live these days in a world of “infotainment,” “marketainment,” and “edutainment.” It isn’t enough anymore to just give out information. Your listeners need to have their emotions manipulated – to laugh, cry or get angry – even though you’re talking about recent developments in sales taxation. It isn’t enough anymore to just sell something. […]
I recently read an interesting story about a technological glitch at Starbucks that made it impossible for the point of sale registers to work. What that meant was that they couldn’t take money for the coffee – or whatever else they were selling. This didn’t happen in just one store. The internal glitch caused an […]
By Dan Coughlin This is the fourth and final segment in my series on Think About How You Think. I’ve written how your thoughts about different events affect your emotions and how you can change your emotions from negative to positive by changing what you think about, how your thoughts about other people affect your relationships […]