Fascinating ideas will instantly provoke strong and immediate emotional reactions. So do fascinating people. So does fascinating marketing. In this video, I'll show you how a simple tweet led to a impressive introduction, by creating a strong and immediate…
The customer experience is all about doing things that will be memorable and of value to the customer. Start with the basics and fundamentals. Once you have gotten them right, you will have earned the customer's trust and repeat…
Powerful people have a strong point of view. They lead with clear direction. Are you powerful? If you want to be perceived as a powerful leader, you must establish a reputation as a confident and knowledgeable expert…
I have started to see articles that state a common theme. It is that all products and services will eventually commoditize to the point where it is virtually impossible to distinguish them by price or performance. This result is driven…
The Five C's of Effective Execution Pay a Key Role in Superior Customer Service. To have mastered these five measures means that you have mastered the way to superior Customer Service which will produce results for your company! …
We learn by doing. Think about the basic skills you've acquired in life. You learned to walk by pulling yourself up, turning loose and taking a step. You fell the first time, but you got up and tried again. Each…
"Nobody sings solo," was our CEO Eddie Carlson's favorite line when he was our leader at United Airlines and I was the group vice president of marketing. On my office "wall of fame" are names of leaders and mentors with…
Customers are fickle, demanding and opinionated. Keeping your customers loyal, satisfied and saying positive things about you is crucial. There are plenty of things that must be done via your technology, people and processes to make your culture customer focused…
Until I began researching happiness at Harvard, I thought that if you just worked harder, you'd be more successful, which of course would make you happier. But my research showed that formula doesn't work. Every time our brain records…
My daughter Azalea recently had minor surgery. Everything turned out just fine, but ahead of time she was a little nervous. Specifically, she was concerned about being wheeled away from me, into the operating room. Enter... The Bubble Parade! To…
If you have no idea what Snapchat is, I urge you to load it on your mobile device and try it out. This application is sweeping through the teenagers of the U.S. and seems to be the next darling of the…
My 15 years on the field as an NFL official have provided a different perspective on this game which now attracts world-wide interest. I was fortunate to officiate two Super Bowls, VI and XII. I remember those two games,…
Social technologies provide a powerful collection of marketing tools, and they are inexpensive compared to other forms of marketing. Companies including Starbucks, Nike, Pepsi, Dell, Dirt Devil, IBM and JetBlue have already seen tremendous results from social marketing methods, and…
Successful salespeople learn to recognize and overcome barriers to communication. There are two types of such barriers: those arising from the environment and those stemming from the hearer's resistance. Environmental Barriers Those arising from the environment include: - Distractions -…
Creating a customer-focused culture requires strategy and constant review. January is a time for resolutions, goal setting and organizing. Take the time to apply these same disciplines to your customer focus. I suggest going as far as renovation and retrofitting…
Is your company fascinating? Are you? Here at Fascinate, Inc., we use 6 criteria to evaluate our clients. Here, we're sharing an abbreviated version of our master tool. Think about yourself, and your company. How do you compare to this checklist…
It is October 20, 1968, Mexico City, The Olympic Stadium. The time, 7:00 P.M. The closing ceremonies had just been completed. The spectators and athletes were gathering their belongings to leave the stadium. Then the announcer asked them to remain…
Mind Over MattressSince I continue to perform on the pommel horse frequently when I speak (and because people who are remotely good at math realize my Olympic experience was quite a few years ago), I'm constantly asked what my fitness…
Our lives are the products of our decisions. If we make good decisions, we'll prosper. So how can we be sure that we're making good decisions? It's a lot like making a casserole: You find a good recipe and you…
Organizations serious about creating a customer focused culture have spent time studying Zappos. Zappos has developed an unusual approach to serving customers and building loyalty. They have redefined empowerment. Team members have the ability to spend time on customer calls…
