DISTINCTION NATION
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PROJECT DISTINCT
ICONIC INSIGHTS
How your good intentions make your customers less loyal
There probably is not one single entrepreneur or leader of a large enterprise who would suggest they would want their customers to become less loyal to the business. Yet, even with good intentions, that’s exactly what they are creating. You may...
How you and your colleagues interact with customers, clients and prospects
I hear companies testify they are “customer-centric” or “customer-focused.” Yet, when I ask them if their customers – and how they will be impacted – are at the core of every decision they make, the subtle response is, “You gotta be kidding, right?” Instead, our...
Needed: simple human kindness and consideration…
Somewhere along the way, we seem to have lost the perspective that what we do impacts the lives of others. It seems we live in a time of character assassination for mere sport. Anonymous online haters who don’t know the facts – or don’t care – irresponsibly attack...
Really TRYING to make you happy…
The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful. Especially during these challenging times, managers believe they can save X% by cutting back staff and reducing service. Guess...
The SECRET to “show business” success for YOUR business!
To approach your business as “show business” is not to be confused with putting on an act, being overly dramatic, or being fake. It’s about differentiating yourself from the competition by understanding your clients in the same way that show business understands their...
You are selling an experience
The entertainment industry spends more time studying human emotion than it does the most advanced visual effects or new camera angles. Why? Because an emotional connection is the most potent and influential connection possible. To make 1997’s Titanic, it cost a...