May 28, 2019

Earn Your Place in the Story of Customers’ Lives

Memory creation is a choice. In every interaction with customers, you can choose how you’ll deliver a memory and if you’ll deliver a memory. The great news is often, that choice comes at no cost. All it requires is that people act on the power they have to deliver that memory. In today’s episode, I explore how to earn a place in the stories of our customers’ lives.


We want you back _ empty table image
April 13, 2016

We Want You Back – How To Prove It To Your Customers

At some point, your business will suffer a failure that disappoints customers. Your apology and recovery – proving “We want you back” to your customers – is your opportunity to make amends. Your actions create a story about how you treat your customers. And customers will tell the story.


April 16, 2015

Customers Tell Your Story and Grow Your Business

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.


February 12, 2013

Growth = Customers Telling Your Story (Instead of You Telling It)

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. When customers love you, they will tell your story, forming an army of cheerleaders and publicists urging friends, neighbors, colleagues, even strangers to experience your company.