Customer Service

Six Business Lessons from a Burger Joint

Starting a new venture is hard. It can also be lonely, especially if you’re the sole founder. These days, entrepreneurs quickly learn to work virtually and inexpensively, especially if the company is pre- or self-funded. For an extroverted entrepreneur such as me, co-working spaces and coffee shops not only fit the economic bill but also […]

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Rubio on Rails: My Experience with the Apple Genius Bar and Going Off Message

As a lover of politics and technology (and a little bit of mayhem), I don’t think there’s been a better time than the one we are in right now. The American presidential campaigns are proving quite raucous, giving voters lots of entertainment and a fair share of trepidation. Meanwhile, the tech world is producing its

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Hyper Social Organization Book

The Hyper-Social Organization meets Contemporary Marketing

I met with Francois Gossieaux, co-founder and President of Human 1.0, to discuss elements of his book The Hyper-Social Organization: Eclipse Your Competition by Leveraging Social Media. Human 1.0 is a customer strategy firm that helps companies innovate business programs, practices and organizational culture to realize the benefits of social media and Web 2.0. Francois and

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Gears

2 Quick, Powerful Fixes To Marketing That Don’t Involve Social Media

The Value Proposition Challenge I love great salespeople. They know their customers’ business needs; they know their products; and – most importantly – they know how to link the two together. And there’s one more: they actively and positively engage marketing. One of the best sales professionals I know is Sean Harris, someone whom I’ve

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Empty Storefronts and Self-Inflicted Wounds

There’s always a sense of excitement when we drive into a town and find a vibrant and diverse community filled with people and beautiful, occupied storefronts. Too frequently, though, we find the opposite: no people and empty, decrepit storefronts. We then comment, “Geez, this town has seen better days.” And we drive right through, unlikely

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The Fragile Nature of Brand Equity

As marketers and business leaders, we spend years, if not a lifetime, cultivating our brands. They define who we are and generate an annuity of business and goodwill for decades. That annuity helps grow the value our brand equity. Our customers, by purchase and by proxy, derive benefit from our brands. Go walk into a

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The Recipe for Great Service

Many years ago, like many young boys from my neighborhood, I went to work at a famed Italian restaurant in Boston’s ethnic North End called “The European.” Even as a street savvy fifteen-year-old kid from nearby Medford, MA, I was somewhat unprepared for the world of the restaurant business, both on the floor and in

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