Kindle | Hardcover | Audiobook Who you are in the habit of being Most of us realize that when we repeat something enough times, we …
The Water Way “ Water is gentle yet powerful. Soft yet strong. Flowing yet deep. And so it is with life.” Life can be joyful …
In the Starbucks Experience, Joseph Michelli, shares five principles that drive Starbucks’s phenomenal success. Based on his 18-month exploration into the world of Starbucks, listening …
Amazon did not kill the retail industry. They did it to themselves with bad customer service. Netflix did not kill Blockbuster. They did it to …
Much of what will happen in the next thirty years is inevitable, driven by technological trends that are already in motion. In this fascinating, provocative …
Satisfied customers are not loyal customers In today’s competitive landscape, satisfied customers are rarely enough. Satisfied customers rarely drive loyalty. It’s the total customer experience, …
The new battleground for customer loyalty Delighting customers in the service channel doesn’t always pay. Customers whose expectations are exceeded are only marginally more loyal …
Picture your mom. Picture her life. Picture her face. As you serve your customers and affect their lives, picture how does that have an impact …
What’s content marketing really about? Content marketing isn’t new by any means. Brands have been leveraging content to tell epic stories for centuries. The difference …
Kindle | Hardcover | Audiobook Resulting (outcomes in the rearview mirror may appear larger than they’re) Resulting is the tendency to look at the results …
