The Competitive Advantage

January 27, 2016

A Brilliant Example of Communicating in Plain, Simple English

I’ve been looking for some new software lately to help with processing credit cards online for our upcoming workshop series. One of the vendors I was investigating is WaveApps.com.

While I was browsing their website, I did something I almost never do… I took a look at the Terms of Use. You know… that long, legal document that we usually completely ignore, or when necessary, just click ‘Agree’ and move on.

But WaveApps has done something remarkable… something I’ve never seen before with this kind of document.

September 1, 2015

Is the “Customer Experience” improving in our society?

In the course of just a few days last week, I had four separate [unexpected] experiences that made me wonder if businesses are finally starting to “get it”… and understand that the Customer Experience may be the most important aspect of marketing, let alone its obvious impact on satisfaction and loyalty.

August 11, 2015

LITTLE things make a BIG difference with CX

I’ll admit it… I am a Southwest Airlines loyalist – it’s the only airline I fly unless there is simply no other option. Been that way for years. I was on my way home from Baltimore last week and as we’re boarding, I kept hearing one of the flight attendants repeat an announcement about the best way to place the larger carry-on bags in the overhead bin.

Carry-ons are continually an issue. There are always a few folks whose luggage won’t fit or the overheads are just full… so they have to get back out of the plane and check their bag at the jetway… slowing things down.

April 15, 2015

Do you really know what clients want?

I was flipping through a magazine this morning and came across a small article announcing a new product available to consumers.

It’s a Bluetooth-enabled frying pan that helps you find the right temp so you know when to flip your pancakes (or whatever you’re cooking). Are you serious?!

March 27, 2015

Are we really in the people business?

As I write this, I’m 35,000 feet over Illinois, heading to Chicago, on my way to Detroit. I’m heading there for a kick-off meeting with a new client. I start nearly all engagements this way.

Why? Honestly, it’s not just for the work – much of it could be done remotely. I do it for 3 key reasons: