– the book: The Service Culture Handbook: A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains: Jeff Toister, customer service author, consultant, and trainer. I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]
Brand differentiation is more important now than ever before. You can’t just be better than your competitors — you must be different. Here are five of my resources, all in one handy spot, to help you understand the new challenges and requirements to differentiate and how to achieve greater brand differentiation. […]
Brands have evolved from mere symbols of product quality and identifiers to aid customers in purchase selections. They are bundles of values and attributes that define the way companies behave and the value they deliver to customers. In layman’s terms, a brand is what you do and how you do it. This means brands represent […]
Looking for great CX quotes? Quotes on storytelling? Quotes on competition? Quotes on grit? The Qualtrics Insight Summit 2017 was full of soundbites from thought-leaders and celebrities including Clay Christensen, Angela Duckworth, Joe Pine, Omar Johnson (former CEO of BEATS by Dr. Dre), and Qualtrics’s very own CEO Ryan Smith. Check out these great CX […]
The story of how the venerable Ford Motor Company managed to recover from the Great Recession of 2008 may be one of the greatest corporate turnarounds in U.S. history. And it demonstrates how great brands rebound from turbulent times. Not only did Ford recover, but it ended up thriving and achieving heights once thought impossible […]
Check out this Uncontainable book review! – the book: Uncontainable: How Passion, Commitment, and Conscious Capitalism Built a Business Where Everyone Thrives, the story of The Container Store told by its co-founder and Chairman Kip Tindell […]
If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason. The Gallup organization estimates that actively disengaged employees cost the U.S. $450 billion to $550 billion in lost productivity per year. It’s clear employee engagement should be a priority for you, but in addition to asking how to engage […]
Giving a presentation is a fantastic opportunity! Whether you’re a paid professional speaker, an executive addressing your colleagues, or simply someone whose been asked to make some remarks to group, getting to share your ideas/thoughts/message with others is a great opportunity to positively influence others. It’s a privilege to have people actually listen to what […]
If you’re new to marketing or if you work at a start-up or small business that doesn’t not have the extensive experience and resources that other marketing professionals may have, you need some Marketing How To information and instruction. So I recently ran a #MarketingMondays series LinkedIn.com. Each week I provided a post and infographic […]
Today I break with my usual Brand Book Bites format of author interview and book overview to share about the book Shoe Dog: A Memoir by the Creator of Nike by Phil Knight. This wonderful book combines corporate memoir (Knight recounts some of the most significant moments in the early years of Nike’s founding) with personal […]
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