DISTINCTION NATION
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PROJECT DISTINCT
ICONIC INSIGHTS
Keeping Long-Term Customers Engaged and Your Business Relevant
When I was growing up in rural Indiana, my Mom often said, “Familiarity breeds contempt.” But with all due respect for my Mom – and parents everywhere who used the phrase – it’s just not true. The more I know you, and about you, it does not automatically transition...
The Antidote to Price Wars: Creating Distinction and an Ultimate Customer Experience® in a Commoditized World
The late, great Tom Winninger – a friend and Speakers Roundtable colleague – wrote a book over thirty years ago titled "Price Wars." And even though Tom was a brilliant visionary, I think even he would look at the level of pressure surrounding commoditization today...
The Ultimate Customer Experience®: Your Weapon Against Commoditization
This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today's rapidly changing business landscape, one of the greatest challenges organizations faces...
Customer Experience vs. Self-Service: the Impact and Importance of Loyalty
Walking through airports this past week, it seemed like every terminal had a new store featuring Amazon’s “Just Walk Out” equipment. As their website says, the technology “lets consumers enter a store, grab what they want, and get going.” In the ever-evolving...
The Critical Importance of Investing in Training and Outside Perspectives for Revenue Growth
Almost everyone with a few years of experience and who shares a comparable profession to mine – speaking for corporate conferences and consulting and training in sales and customer experience – will have a similar story. Somewhere along the way, we encountered the...
The Crucial Congruence: Aligning Promises with Performance in 2024
In today’s hyper-competitive market, the alignment between what your business promises and the performance that it delivers is not just a matter of integrity; it's a cornerstone of customer experience and loyalty. I highlight the criticality of this congruence in my...