Archive for the ‘Lessons Learned’ Category

I have to confess, Macy’s is absolutely one of my favorite stores. I have been a Macy’s customers for over 25 years and continue to go back because I can depend upon them to deliver what I need: Quality clothing and a no hassle shopping. There has never been a time that I went to Macy’s that I didn’t leave with exactly what I was looking for and most times, much more.

So let’s break down the BLAST (Branding, Leadership & Selling Techniques) method and learn a few tips from Read the rest of this entry »

I am a big fan of Scott Stratten of UnMarketing.  Although we have never met, what I am a big fan of, is Scott’s realness in the way he teaches and promotes his message.  I came across this post from him and it brought me to tears.  Scott’s story is one that many can relate to – the super ambitious, black berry junkies and people on the go all should take a moment and review this video and take another moment to “stop” and reflect on your own life.

Share your thoughts in the comment section.

How many times have you been to your favorite companies or used your favorite brands only to be disappointed over and over only to be told, “sorry about that”.  How many times is a customer expected to accept “a sorry” when they are faced with recurring issues?

The answer is simple… only once.  After that, you better be rolling out the red carpet if you want to keep that loyal customer.  As we teach in the BLAST program – leading your team to deliver on your brand promise each time a customer interacts with your company is THE most critical piece to obtaining unshakable customer loyalty.  So where is the breakdown?

Here is my personal story to highlight the lesson.

I drive a Toyota Highlander and I continue to use the same dealer (Ardmore Toyota) where I bought the car.  The positive experience with the purchase of the vehicle and the positive experience from the service side over the last 3 years have been fantastic and that is why I continued to go back.  But this last service trip has actually caused me to pause and consider leaving this dealership in search of another.

Here is what happened: Read the rest of this entry »