Weaponizing your Customer Experience Strategy Part III: Coaches are the Critical Link
“Coaching is unlocking a person’s potential…it is helping them to learn rather than teaching them.” – Timothy Gallwey By now you’ve spent significant time planning through how your frontlines will embrace, try on and adopt these new behaviors so they – and your company – are ultimately successful over the long haul. And almost everyone agrees that […]
The Blame Game: Why United Airlines Became the Scapegoat
I typically don’t find myself engulfed in social media hysterics, but I keep getting sucked into this recent United Airlines scandal. To keep up with the Joneses, here’s my quick take on the recent craze. The goal is not to pick sides, but instead to dissect the events and understand how United became the brunt […]
Make it easier for salespeople to sell your stuff
Some products sell themselves – toothpaste, socks, laundry detergent, dog food, etc. Other things often require some effort and involve a salesperson, consultant, or advisor – insurance, complex electronics, wedding dresses, replacement windows, financial investments, and more. Whether these salespeople are selling just one brand (such as a dedicated insurance agent or the sales guy […]
Branding something with no visible brand
When we think of branding, we often think of things like the Nike swoosh on the side of a shoe, the green straw sticking out the top of your Starbucks cup, or the bowtie on the grill of a Chevy pickup truck. But what do you do with a brand that has no obvious visual […]
Weaponizing your Customer Experience Strategy for the Frontlines: Part I: BEHAVIORS
Brand perception and loyalty can live or die on the frontlines – just ask any industry in question for its perception of poor service. “Have I done everything I could today to provide you with a delightful customer experience?” the bank customer service agent asked me in a politely scripted way as we wrapped up a […]
Are you continuing to sell your brand after you’ve sold your product?
So, you’re planning to make a purchase. You conduct some research online, mull it over with a couple of trusted friends, then finally make the decision to buy. It arrives on your doorstep in a couple of days with a request to make an online review. So you wait a couple of days, call the […]
3 Digital Tools to Revive Your Agent Relationships
Independent insurance agents want a lot from insurance carriers. And why shouldn’t they? In the fast-paced world of shopping online and instantaneous gratification, keeping consumers’ attention with interactions that are meaningful yet limited is strenuous. To help agents succeed in this environment, the carrier has to make it easy for them to understand its products, […]
From Many Strong Personalities, One Brand
Often times, the brand of a professional service firm is described as the professional reputation of that firm. And, that is a relatively accurate – if not overly simplified – definition of the term brand. A more formal definition would be: Your brand is the cumulative results of all interactions that audience members have with and […]
Your Brand is Everything
Every aspect of your organization helps create your brand, and your brand is the one factor that can take the value of your organization well beyond the tangible value of your client roster or inventory. Combine these two facts, and you quickly can understand the expression, “Your brand is everything.” First, let’s make sure that […]
How to Get Scratched Off My Daughter’s College Short List
This year, our spring break did not include a beach. Instead, it included seven different college campuses. Our oldest is a high school junior, and we decided that a road trip to a few colleges our daughter was interested in – and a few colleges my wife and I were interested in – would be […]