4 Things That Will Improve The Checkout Experience


Just because your customer is making a purchase in your retail location doesn’t mean you should relax at the cash register. Every moment she spends with you is an opportunity to improve your image and deliver a memorable customer experience. Here are 4 things you can do at low-or-no-cost: Clean off your counter and give […] Read more »

Why Your Customers Abandon Online Shopping Carts


This article originally appeared on GrokDotCom. I go into the garage for a hammer. On my way back into the house, I stop for a cold drink and remember that the kitchen trash needs to be taken out for tomorrow’s collection. Dropping the can at the curb, I turn and notice that the landscaper forgot […] Read more »

What CrossFit Can Teach You About Cult Branding


CrossFit is a fitness lifestyle that has taken the world by storm over the last few years.  In some ways, it’s a throwback to old-fashioned fitness, using moves that incorporate cardio activity with strength training moves like pull-ups and push-ups.  From garage set-ups to larger spaces, CrossFit “boxes” (as CrossFitters like to call them) are […] Read more »

Why You May Be Sabotaging Your Advertising Efforts and How to Avoid This Mistake – Part Two

Welcome back to Part Two of this post… The customer experience meltdown I described last week is not at all uncommon. I see stuff like this all the time. And I bet you do too. Things like: Disgruntled Employee grumbling openly about hours, work conditions, or other co-workers. This tends to happen most frequently as […] Read more »

Are You Choking Your Employees Off From Experiencing Success?


I had to smack around a client the other day. Well, maybe not smack around.  But it did involve shaking my finger and saying things like, “Stop it.” It all had to do with what I’ve written posts about in the past: giving your employees the authority to grow your business. I was in a […] Read more »

Why You May Be Sabotaging Your Advertising Efforts and How to Avoid This Mistake – Part One

I’m concerned that you may be sabotaging your advertising efforts… and it has nothing to do with poorly written ads, or choice of media. Truth be told, I’ve carried this concern for a long time. But it took a customer experience meltdown to remind me that I need to make sure you’re maximizing every penny […] Read more »

How The Girl Scouts Are Forcing You To Buy Cookies… And Make You Like It


The other day, I approached my favorite local grocer and spotted a table placed strategically between the entrance and exit doors.  I could see four young girls with two mothers, and a dozen cardboard cartons. That’s right.  It’s Girl Scout Cookie Time. Now, who can resist the coconutty yumminess of Samoas, or the refreshing, chocolately […] Read more »