“Our business is based on repeat customers and word of mouth. There’s a lot of value in building up our brand name and what it stands for. We view the money that we spend on customer service as marketing money that improves our brand.” This quote by Tony Hsieh to Chief Marketer speaks to the […]
Customer Service For Anything: Powered by Zappos Read More »
What’s your B.A.N.G? A BANG is not to be confused with a BHAG. Defined by Jim Collins in “Built to Last”: “A true BHAG (Big Hairy Audacious Goal) is clear and compelling, serves as unifying focal point of effort, and acts as a clear catalyst for team spirit. It has a clear finish line so
What’s your B.A.N.G? Read More »
1. Brené Brown from her book, The Gifts of Imperfection: “Most of us spend our lives trying to be, and seem, ‘perfect.’ We try to protect ourselves. It can sometimes be difficult to drop the pretense and own up to your flaws and faults – it takes courage. But what’s the greatest risk? Letting go
3 things that Seth Godin, Brené Brown and Lao Tsu teach us about perfection Read More »
Of 75 possible drivers of engagement the ONE that was rated as the most important… …was the extent to which employees believed that their senior management had a sincere interest in their well-being. It is vital that leaders demonstrate that they act in the best interest of their constituents. Shredding or sugar-coating the truth leads
Of 75 possible drivers of engagement the ONE that was rated as the most important… Read More »
Do you know the rules of 20%? Here are three tips for growing your business during a time of uncertainty. 1. UPSELLING It typically costs only 20% of the investment to upsell to a current customer as opposed to acquiring a new one. Upselling is one of the most efficient ways to utilize your time
Rules of 20%: Upselling, the vital few, and sampling Read More »
Are you willing to use your rough edges or create deliberate flaws to be different? Perhaps you should intentionally leave something “out” or “in” to create imperfection? This practice in Japan is called Wabi-Sabi. Wabi-Sabi is based on the belief that nature is beautiful and nature is imperfect. Therefore, we can make objects that are
Intentoinal Imperfection Read More »
Exposure can make a difference in attitudes and ultimately performance. According to Fast Company, that’s the finding of Adam Grant, a The Wharton School professor who studied the onboarding training given to 71 new call center employees of a midwestern software firm. According to the study, one group of trainees was chosen to meet an
Exposure can make a difference in attitudes and ultimately performance Read More »
“We know, we never thought we’d be saying this either.” That was the message on Facebook from BURGER KING® UK. Here is the full message: ORDER FROM McDONALD’S. We never thought we’d be asking you to do this. Just like we never thought we’d be encouraging you to order from KFC, Subway, Domino’s Pizza, Pizza
Question: Smart move or dumb PR stunt? Read More »
“Very Nice” If you are not familiar with the phrase, it’s commonly used by Borat. And it now being used by Kazakhstan in a new tourism campaign. The ads feature tourists hiking, drinking alcoholic horse milk, meeting locals, and marveling at Kazakh architecture. This is a great example of the Pink Goldfish of flaunting. They
Kazakhstan. Very nice! Read More »
Why do we lose our mind at times? It’s because of our brain. It’s the most powerful processor on the planet. Responsible for incredible advances in art, culture and tech. Yet, at times, it can cause us to act like anything but a human being, especially when we are under pressure. Why? Our brain is
Why do we lose our minds at times? It’s because of our brain. Read More »
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Stan Phelps, CSP® is a keynote speaker and workshop leader who helps brands stand out, engage teams, and drive lasting impact through innovation.
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