You’re over-thinking it. You’re banging your head against the wall trying to figure out how to “think outside the box” and come up with a “WOW Factor” that will differentiate you from your competition. “What can I do that’s really different and exotic that no one else is doing? Hmmmmm……” You want a WOW Factor? […]
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably see a driver holding a sign with my name on it at the baggage claim area. As soon as the […]
More and more I’m asked about the new technologies coming up in customer service and experience. It used to be that customer service was just a phone number you called when you needed help – or how nice someone was when they interacted with you. The future has brought us something bigger than customer service. […]
As I’m writing this, the U.S. Securities and Exchange Commission (SEC) is preparing to hand down final regulations allowing startup companies to use “crowdfunding” techniques to raise capital, for the first time in US history. For those who aren’t familiar with the concept, “crowdfunding” means soliciting money from people who are part of your social […]
If I asked you to name three cutting edge companies, you probably wouldn’t think of brand stalwarts Gatorade, USA Today, and Amazon.com. But when Gatorade first came out in 1967, USA Today in 1982, and Amazon.com in 1995, each was about as edgy as a new company could be. Most people had doubts that such […]