Your brand is your promise to your customer. It lets them know what they can expect from your products and services, and it differentiates your offering from your competition. There are two ways to build a brand: by accident or on purpose. So what does it look like to be purposeful about building your brand?… Read More

As I’ve written about before, the best way to generate word-of-mouth marketing (aka, FREE marketing) is to consistently exceed your customers’ expectations. To be clear, for this to work, you have to be consistently MEETING expectations. This doesn’t work if your bar is so low that exceeding expectations is just showing up for a service… Read More

Are you the type of person that notices when the little details are handled very well…or very poorly? I certainly am. And it’s the accumulation of those details that can make or break an experience because of how our brains process all of this information. If something stands out—for better or for worse—we tend to… Read More

When it comes to creating a world-class customer experience, you have to define and clarify what “world-class” means to you and to your customer base so you know what winning looks like. In other words, before you can meet or exceed your customer’s expectations, you have to know 1) who your customer is and 2)… Read More