Empathy is not just good for society, it is good for your organization’s performance. (Yes, if I have to speak to selfish motives to make the world more empathetic, I will!) Empathy has been shown to have a direct impact on everything from customer loyalty to innovation to profits. When embraced with genuine intent and not simply as a glossy PR veneer, empathy … [Read more...]
Don’t compromise your story
Sometimes, we are so confident and passionate about the story we have to tell. We know that we can offer tremendous value, whether through our own brand story for customers or a creative story that leads to art, music, poetry or dance. Commerce and art are similar. When the story inspires you and resonates for others, things just seem to flow. Which is what was happening for me as I began … [Read more...]
A Tale of Two Customer Experiences
Customer experience is now a defining competitive edge. In fact, this Forbes.com article states that customer experience is one of the top disruptive trends in business this year. So let me ask you: Which customer experience would you rather have? One where the customer service rep responds promptly, empathizes with your issue, and offers you options to solve your problem, … [Read more...]
A Dear John letter for Starbucks
Dear Starbucks, We've been through a lot, you and I. But it's time for me to see other brands. It's not you, it's me. No, that's a lie. It's totally you. You swept me off my feet in my early 20's and taught me how to love coffee - for that I will be eternally grateful. Late Saturday mornings in Chicago. Stolen afternoons in Washington D.C. Even in Indianapolis - back before they actually … [Read more...]
Art + Social Media = Fabulosity (and Marketing Genius)
My good friend and videographer, Philip, sent me a clever social media campaign that I am just now getting around to sharing with all of you (yes, trying to get myself more organized in 2011). Have you heard of the musical group Belle & Sebastian? They have a sort of a “folksy pop” vibe about them, and maintain a cult following throughout the world. For the release of their album in … [Read more...]
Well, hello there, Rockstar!