I just got back from six days in Vegas over the Thanksgiving holiday weekend.  Wish I could tell you details, but you know what they say, “whatever happens in Vegas….” But I can share some thoughts on customer-focused performances based on the four shows I attended: The Fabulous Four (A Beatles Tribute Band at the [...]

I recently read an article called Don’t Give Customers What They Think They  Want in which the writer, Steve Towers reminds us of Henry Ford’s great quote ““if we ask customers what they want they’ll ask for faster horses.”  Customers are not always able to think outside the box and articulate what they want, but they [...]

Happy Thanksgiving.  So what are you thankful for today? Family Health Friends A Job – any job that pays Talents Opportunities Imagination The ability to give back Building relationships Making a difference Today as you gather around the table and share a meal with those you hold most dear, take a moment and reflect on [...]

We say it all the time, but how often do we ask our customers what they want, what they value, what experience they desire? I remember IN THE OLD DAYS when I worked for Pearle Vision, we’d hire a company to conduct exit interviews. People would stand outside the store and ask customers a series [...]

So will you get up at the crack of dawn to stand in line for amazing savings on the first official day of Holiday shopping, or will you get up to wait on those in line?  Arguably the busiest shopping day of the year, customers and sales associates are so busy completing the sale, they rarely have time [...]

The Plain Dealer in Cleveland is running a series of articles spotlighting local jewelry stores who have been in business more than 50 years.  You figure if they’ve been in business that long, they must be doing something right.  Not only are they building relationships, the relationships are continuing down through the generations.  The spotlight [...]

Today reporter Melissa Lee showcased a new coca-cola machine called the FreeStyle.  Located in Manhattan, the machine allows you to mix and match Coke products to make a drink all your own.  There are over 104 possible combinations. Why? Coke wants to know what consumers find interesting; when they drink, what they mix, how often.  [...]

I have company coming for Thanksgiving and as I make a list of all that needs to be done before they arrive, I realize the carpets need to be cleaned. The cleaner I used to use is no longer in business so it was back to the Yellow Pages to make a few calls. I [...]

I just saw a video from Stockholm that tested the theory of added fun to the mundane. People, when given a choice of the stairs or escalators – chose the escalators. The Fun Theory, by Volkswagen, wanted to see if they added FUN to walking up the stairs if there would be a difference in [...]