April 25, 2017
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…
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October 25, 2016
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…
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October 10, 2016
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…
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September 21, 2016
3 Digital Tools to Revive Your Agent Relationships
Independent insurance agents want a lot from insurance carriers. And why shouldn’t they? In the…
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May 9, 2016
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…
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April 26, 2016
Health Check: Do Your Customers Trust You?
What a nightmare trip to the doctor’s office taught me about “trust” and what your…
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March 24, 2016
4 Steps to Flawless Customer Experiences
We’ve all had our fair share of customer service trials and tribulations. Maybe you couldn’t…
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February 17, 2016
Do you know who you’re talking to?
Do you know who you’re talking to? Good marketers at most companies know that the content and…
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February 2, 2016
Part 2 – Intertia is not a strategy
“The less there is to justify a traditional custom, the harder it is to get…
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January 7, 2016
How to destroy 5 years of brand equity in less than 72 hours
About 5 years ago, I became fed up with trudging into my local corporate-owned mobile…
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