Our first objective in business is to create a customer. Our second objective is then to keep that customer for as long as possible. Easier said than done, of course. But, in fact, there if you can answer this ONE question for each and every one of your customers, they will stick with you for life! What's that one question? Watch this week's Uncopyable Business Episode and find out! (It's … [Read more...]
My Interview with Tom Shane (audio)
Their branding promise is, "You've got a friend in the diamond business." If you live in an area where Shane Co. has a location, you've probably heard the iconic commercials produced and voiced by founder Tom Shane and his son Rordan. I was really looking forward to my conversation with Tom, and he did not disappoint. Shane Co. has certainly achieved an Uncopyable status with their amazing … [Read more...]
The Scam Victims Didn’t Want to End
Have you ever heard about a scam so good that even after it was exposed, the victims didn’t want it to end? It happened, and there are some Uncopyable Lessons to be learned. You might be familiar with the story of Don Lowry and his “Angels.” Lowry was busted back in the 80’s, but I only heard the story recently. It was featured on the NPR podcast, The Hidden Brain, hosted by Shankar … [Read more...]
Update on the 5 Customer Service Mistakes Debacle!
A few weeks ago I shared my terrible customer service experience with Bud Clary Jeep in Auburn, WA. I have since had my Jeep serviced at a different dealer - Larson Chrysler Jeep in Puyallup, WA. My experience was polar opposite. They were great. But the Bud Clary Jeep saga continues with their post-service survey! Watch this week's Uncopyable Business video and see why Larson Jeep got my … [Read more...]
Are you focused on the wrong Marketing Tools?
I recently surveyed my BFFs (that's YOU!) asking to rate their use of a list of marketing tools. How competent do they feel about these tools? Which tools do they want to learn more about? After studying the results, three important questions came to mind: Are you focusing on TOO many tools? Are you focusing on the RIGHT tools for your company? Which tools should you definitely be … [Read more...]
Another CEO Social Media Blunder?
I’ve said it over and over, CEO’s need to be very careful about what they send out via the Internet. The latest case in point is the conversation between two CEO’s — one a past customer of a janitorial supply company and the other the CEO of Walter E. Nelson, the supply company. The customer is unhappy with the lack of service he’s getting from a sales rep and complains directly to Walter E. … [Read more...]
HELP! I’M TRAPPED IN AA’S FREQUENT PRISONER PROGRAM
Are you old enough to remember when air travel was a real pleasure? I started actively flying (primarily on American) when I was a freshman at Purdue University. Flying was fun. I looked forward to the experience. 36 years ago American Airlines started its frequent flyer program, arguably the most successful in airline history. Heavy travelers, like me, were rewarded for our loyalty. In the … [Read more...]
I drove 3206.3 miles to learn this lesson
My smoking’ hot wife, Kay, our bipolar border terrier, Shaka, and I just returned from a 14-day, 3206.3 miles road trip. In 30 years of marriage we’d never taken a long road trip. I can now check that off my bucket list! Of course, over 14 days we stayed at several small motels and ate at numerous restaurants that allowed dogs, giving us the opportunity to have some really great and too many … [Read more...]
Technology Part 2: Amazon Buys Whole Foods!
Amazon vacuums up Whole Foods. Pega World plans AI world domination. The technology steamroller continues to upset the apple cart of business. (What a mixed metaphor!) But really, what do YOU think about all this? How far should businesses go in using technology to manage customer relationships. And shouldn’t the customer have a say in all this? Join Steve in a follow-up discussion and learn … [Read more...]
ARE YOU USING TECHNOLOGY LIKE A HAMMER?
I think we all have a love-hate relationship with new technology. At the same time, we need to be very careful to not let technology get the upper hand, allowing it to cloud our thinking and our relationships with customers. What is that danger exactly and how is it similar to an issue raised in a 1990 TV commercial? … [Read more...]