Customer service is a double-edged sword. Get it right and you can make loyal, lifelong customers who sell your products for you. Get it wrong and you can find your business in real trouble. The Wrong Way to Do It My friend Frank gave me an example of the exact wrong way to do customer […]
Archive for WOW
If we are going to create wow experiences, we must become courageous. This is a personal, psychological bridge we need to cross. What we want—that wow experience—is on the other side of the ravine. There’s no other way to get there from here.
If people know you’re thinking about their lives, they’re more likely to want to do business. Here’s a quick story of how I personally created a wow experience that might set the stage for how to pull this off in your practice. Recently, I took a trip to Nashville, Tennessee, to meet with Michael’s Inner […]
Last Friday, I had the privilege of hosting the Chick-fil-a Leadercast, along with my friend, Tripp Crosby. All the speakers were outstanding. But something Jack Welch said really stood out to me. Henry Cloud, who interviewed Jack, asked, “What’s the secret to success?”
At the Launch Conference a few months ago, I had the opportunity to sit down with New York Times bestselling author, Lysa TerKeurst and interview her about her concept of “Remarkable Marketing.” What she had to say is applicable to anyone who is trying to get their message heard. According to Lysa, the most important […]
The new marketing is about building relationships. It includes authenticity, generosity, and story-telling.
The wow is all around us. It occurs more often than we think. However, if we are going to get good at creating wow experiences for others, then we need to learn to recognize them when they occur.
Bad customer experiences can be great opportunities to transform not-wow into wow. When people have a bad customer experience, their expectations are lowered. Usually, this results in the customer abandoning the product or service and moving to a competitor. But it doesn’t have to be that way. In fact, it can be an opportunity for organizations to win customers and generate positive word-of-mouth.
We’ve all heard the aphorism, “The devil is in the details.” Conversely, Oprah likes to say, “Love is in the details.” But which is it? Actually both. The details matter—more than you might think.
The one thing that will keep you from settling is courage. This is the only thing that gives life to the dream once the initial magic wears off. In my experience, there are six ways to find the courage you need to swim against the tide and stand for wow.
Validation. Everyone needs it. Hardly anyone gets it. Yet it is the very thing that most people crave. More than sex. More than money. More than drugs.
This is the third book I have created like this. I am always amazed by the process. But it also makes me wonder, What will this mean for traditional publishers?