The fuel that feeds your company’s “engine” is Customer Insight. The more we understand our customers, the more value we can provide and the less effort we waste. How well do you know your customers? We find that most companies…
I Say It’s an Engine, You Say It’s Theater
An engine is not the only useful metaphor for thinking about how to upgrade your company. For example, I’m also a big fan of how my friend Jim Gilmore talks about how work is a form of theater. He is…
Across the Street, Down the Street, Across the Town
After working at the Chick-fil-A Support Center, I first attempted to build a Customer Experience Engine for a local thrift store. It took some work to develop a methodology that applied to them. I couldn’t just tell them to copy…
The Opposite of an Ivory Tower Theory
My first exposure to the idea of designing the customer experience was in 2003 when I was a speaker at a conference. One of the other speakers was Ken Blanchard. He talked about the ideas in his book Raving Fans…
Setting the Right Price for Raving Fans
Determining the right pricing strategy is a crucial aspect of building raving fans for your business. While it’s essential to create exceptional value, it’s equally important to set prices that reflect that value. Let’s explore the nuances of pricing for…
Breaking the Discount Addiction: A Path to Raving Fans
In a world where discounts and deals seem to rule, it’s essential to break the discount addiction if you want to create raving fans for your business. Let’s delve into why discounts can hinder your quest for loyal customers and…