CBS just announced a new reality television show scheduled to hit February 7, 2010 called Undercover Boss. The premise is a series of high level bosses donning their regular duds and rubbing elbows with front line employees. Let’s hope that means we’ll see CEOs interacting with customers. In the recent edition of Entertainment Weekly, the [...]
A friend forwarded me an email this morning that told of an interview Oprah had in April with Maya Angelou. It was Maya’s 70+ birthday and Oprah asked her what she thought of growing older. She said lots of thought provoking, inspirational stuff as Maya often does but the one quote that really struck me was this one: [...]
What is the cost of a lost customer? I have often theorized the importance of building relationships with customers and now a recent survey puts dollars to the sense of that theory. I learned today from CustServ that the cost of lost customers equals 338.5 BILLION a year! Further investigation from CustServ’s blog led me to [...]
According to Trend Watching – one of the top ten trends for 2010 will be customers leaving tweets about your business. What will they say? Real Time Reviews takes into account that people around the globe are jumping on the band wagon of telling anyone who will listen what they are doing right now. Whether [...]
It is snowing here. My backyard is buried in the white stuff. Yesterday as my daughter and I drove down the snow-covered road she had an interesting observation. “Sure it looks pretty but it is amazing how quickly it turns ugly.” It is so true. As I watch the flakes fall I remember that no [...]
Banks have had a rough year, haven’t they? Scandal, fear, anger, and a general loss of confidence from consumers have made banking a challenging field. Marketers for banks understood the concern and changed their primary message to one of safety and soundness but in many cases that has begun to change. Maggie Kelly, VP of [...]
Last year at this time I wrote a post about the 5 ways I would screw up 2009. And I was successful! This year I am taking a more positive approach For several years Chris Brogan has started each year with a focus on three words. Last year I selected three words, which were Bite, Charge [...]
