In a small town—like, blink-and-you-miss-it small—about an hour south of Nashville, there’s a small business that you’ve probably never heard of producing unique, high-end, world-class leather goods that are sold and shipped worldwide. They really don’t do much marketing, but they deliver exceptional products and exceptional service, and this company you’ve probably never heard of… Read More

How your customer feels about their experience with your business or brand (you met, did not meet, or exceeded their expectations) is ultimately the thing that matters most and the thing that you can focus on the most to create long-term brand impact. Now, consider that 90% of people use online reviews to decide who they’re going… Read More

When was the last time you sat down and talked to your customers? Moreover, when was the last time you truly listened to them? There are a variety of ways to listen to your customer to understand their expectations and uncover new opportunities to serve them better. Here are four simple things you can do… Read More

When I started teaching marketing classes and coaching small businesses on the “how to” of building a brand based on the experience they provide to their customers, the concept gained traction around the idea of storytelling. So I developed this 3-part framework to help simplify the steps you need to take to get started. Part 1 – The… Read More

Welcome! I’m glad you’re here. It is my sincere hope that your experience will be memorable and that your time here will add value to your business and your life. This blog has been a few years in the making. I’ve been planning and thinking about it for a long time, but I’ve finally built… Read More