Who is in charge of your ATTITUDE?


You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more choices.  Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  Thirty three percent of Americans say that it takes only a single instance of poor service for them to consider[…] Continue…

Communicating that Customers Matter


In the last few months, we have visited several C level officers of client companies.  Most executive offices today are smaller than in past years and have interiors that are no longer decorated to communicate importance and prestige.  Most C level offices are supported by an administrative assistant that could have written the book on great hosting.  Some C level offices are on high floors and have superb panoramic views.  There is always one feature that makes the offices very different—what the C level leader chooses to display on the office wall.
Some have framed stock certificates of each of the smaller companies the organization has acquired.  They are typically displayed much like a big game hunter might display the stuffed heads of animals killed.  Some choose to display photos of customers… some with the executive in the photo; some just customers.  The interesting part to us was the fact that CEOs with the acquisition[…] Continue…

Are Your Customers Free to Come and Go?


Growing up on a cattle farm is a chance to see both the promise and perils of freedom.  For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond.  In the winter when there is no grass, bales of hay are delivered to their “doorstep.”  But, when the time comes for cows to be transported to market, herding can become a challenge.  It starts out rather peaceful; but, as cows are moved from the open pasture into small holding pens and then forced to go into a loading shoot and onto the truck, it requires electric prods to convert their revolt into compliance.
Our culture is all about freedom.  Customers enjoy “grazing” in the fields of choice.  Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization. And, when they are prodded to follow a lock-step freedom-limiting path, they quickly leave the herd for greener service pastures.  When they have[…] Continue…

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