Eight summers ago I moved to North Carolina. I immediately began hearing ads for a dealership called John Hiester. Almost weekly I’ll hear a radio ad. The tagline was always, “Get off your kiester and come to Hiester.” The dealership is in this small town of Lillington. It has a population of 3,604. It’s not […]
They’ll get off their keister Read More »
“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 »
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 »
Big Ass Fans makes … well, pretty big fans. The first fan nearly two decades ago spanned 20 feet. The company prides itself on being customer-focused and having a direct line to its industrial, agricultural, commercial and residential customers. To bring this to life, they created a role called the Customer Advocacy Manager. Since 2011,
Warning: This post contains a BIG ASS lesson Read More »
In 2009, I had a moment of truth. This moment, surprisingly at Kimpton Hotels, changed the way I look at the customer experience.
Why a Purple Goldfish? 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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