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Southwest Airlines Does the Right Thing & Wows Us

by Steve Miller | Jul 18, 2010 | branding, customer service, marketing, Referrals, Small business, Small business marketing, the customer, Word of Mouth

Why does it seem like some companies just get it, while their competitors don't? I still don't understand how Nordstrom continues to offer great customer service and a no-questions-asked policy, while 100 yards away at Macy's in the Westfield Southcenter...

You Won’t Get Referrals If There’s Nothing To Talk About

by Steve Miller | May 4, 2010 | marketing, Referrals, Small business, Small business marketing, Word of Mouth

Here's a news flash for you. People love to gossip. People love to share gossip. People love to hear gossip.Wikipedia defines gossip as: "…idle talk or rumour, especially about the personal or private affairs of others."Gossip is emotional in...

That Pesky Twitter Thingie

by Steve Miller | May 7, 2009 | marketing, Social media, Twitter, Word of Mouth

Unless you've been under a rock, in a coma, or a complete Luddite (which means, of course, you wouldn't be reading THIS), you've noticed a recent barrage of media attention to this little social media tool called Twitter.What exactly is Twitter and why...

Speaking of Trust…

by Steve Miller | Sep 3, 2008 | experience marketing, the customer, Trust, Word of Mouth

  I’m honored to say that my last post, Trust: A Relationship of Reliance, has been featured in the Carnival of Trust posting on Ann Bares’s Compensation Force blog. (Whew, are those enough links in one sentence?) There are several excellent postings...

Jumpin’ Jehosophat…a hotel that gives a damn!

by Steve Miller | Jul 28, 2008 | branding, customer service, experience marketing, marketing, strategy, the customer, Word of Mouth

I’m still in shock and not sure if I dreamed this experience or if I stumbled through some type of wormhole into an alternate universe where hotels actually cared about providing great customer service. Here’s the story: I’m in Phoenix last week...

Word of Mouth still has a way to go

by Steve Miller | Jun 4, 2008 | marketing, the customer, Word of Mouth

I’ve been giving "word-of-mouth" a lot of thought lately. I recently had Ben McConnell speak to a group of my clients in Austin, TX about this. Ben is co-author of the book, Creating Customer Evangelists, and the popular blog, Church of the Customer,...
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Steve Miller

Kelly’s Dad, Marketing Gunslinger, Amazon #1 Best Selling Author

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Recent Posts

My 15-Year Old Unfinished Marketing Manifesto is Still Unfinished

Sep 29, 2022

Fifteen years ago, I published my Unfinished Marketing Manifesto. This morning I went back to read it and was very happy to see I agreed with almost everything I said. What would you add, subtract, and/or edit to my list? Find a need and fill it is bogus. The truth is...

Should You Pay for Marketing?

Sep 14, 2022

Dave "The Voice" Loomis shares a story about an ex-client that wanted to promote their high-priced products via Hubspot's free subscription. This begged the question, when there are so many free tools available on the Internet, should you pay for marketing? =====...

Moments of Truth

Aug 30, 2022

In 1989 Jon Carlzon, then President of Scandinavian Airlines wrote a great book titled, "Moments of Truth" (https://amzn.to/3e7PmXA). Carlzon stated that every interaction a prospect or customer has with your company impacts their perception of you. This week I...

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