Blog & Resources

advocacy

Why Positive Word-of-Mouth is Insanely Powerful

What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the ...

5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient ...

Epic Business Quotes from 1 Year of Podcasting

Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they ...

Sports Lessons – How to Turn Customers into Fans

For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and ...

5 Ways Everyone Wins with Proactive Social Media Engagement

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren't afraid to air their grievances publicly. 67% of consumers have used a company's social media site for servicing, ...

How to Increase Marketing Reach: Activate Your Advocates Now!

Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don't really do much for or with the advocates they have. I myself have been ...

Customer-Centric Strategy for the Busy Business Leader

Business leaders simply have too much to do. Whether you own and run the business or are an executive in a big corporation, your role is becoming more complex. We have too much to do and not enough resources to ...

10 Most Popular Posts to Start Your Customer Centric Year

If you're like me and the kitchen is considered Danger Zone (some naughty Elf seems to keep putting leftover sweets in my line of sight) and you need distraction, snack on these posts your customers are hoping you'll read! The ...

When Self Advocacy Has to Overtake Brand Loyalty

Like an angelic customer, I called Charles Schwab Wednesday evening (with video relay service) to notify them I would be going out of the country (I leave for Europe tonight!) so I could use my card without getting blocked. "Sure ...

Micromoments Lead to True Brand Love

Customers are calling the shots Customers are shopping the way they want to shop — via mobile, online or in-store — and it’s up to retailers to keep it fresh, keep it current and keep it relevant for these shoppers. In-store design, ...

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