I want you to think back over the last 30 days, when speaking with customers, what percentage of those interactions was proactive? What percentage was reactive? These are two questions I ask business owners and senior management when I speak or consult on creating a better customer experience. Typically reactive interaction is at 70% or…
In the last week I’ve participated in four marketing related web conferences. I bailed on all but one. I never thought the day would come when I would be pining for a PowerPoint slide or two, but here I am. In each of the cases where I bailed, it wasn’t because the presenters weren’t smart…
Nobody Talks About Boring Business – Part 3 Anticipating the ongoing needs of the customer I have been professionally associated with ERP Accounting software applications for over 23 years. I have worked with solutions like Lawson, Open System, Sage MIP Fund Accounting and Sage ERP solutions. These solutions stretch the gap between entry-level solutions like…
The keynote at ITA was Ken Futch, (http://www.kenfutch.com/ ) author of Take Your Best Shot. It was a delightful and instructive keynote speech. Later that morning, I went out to the lobby and purchased Ken’s book and a 4 disc book on tape. Ken autographed the book for me, took my credit card number, and…
During the Q&A of my ITA presentation Writing to Delight, I had made the point that a blog visitor has the expectation of gaining some value from your blog posts. And the question came up of How Much is Too Much? Is there a point where you give away the farm? I suppose there are…
