4 Things That Will Improve The Checkout Experience

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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 »

What’s Preventing YOU from Walking the Walk?

Apple Display

Some years ago, a PC enthusiast stormed out of my workshop when he objected to the Apple Computer case study I was presenting. Evidently, praising Apple was too much for this poor soul to bear. That said, I realize and appreciate that Apple is a polarizing brand. So let me first begin by warning you [...] Read more »

5 Sure-fire Ways to Uncover What’s Inside Your Customer’s Heart

Uncover Your Customer's Felt Need

I briefly touched on this vital marketing step in a previous post, but it’s worth repeating — because if you make a mistake here, well, nothing else matters. Plus, this is the question Main Street business owners ask me most often. So let’s jump right in … here are five surefire techniques for uncovering the [...] Read more »

Monday Morning Marketing Quote: Are You Overestimating Your Personal Experience Factor?

How well are you delighting your customers? In this Monday Morning Marketing Quote, I talk about the endowment effect, which states that we value our own possessions more than other people do. Today’s quote comes from Dan Ariely and his book, Predictably Irrational, Revised and Expanded Edition: The Hidden Forces That Shape Our Decisions. (affiliate [...] Read more »

Where’s The Breakdown In Your Personal Experience Factor?

Last Thursday, I had the unfortunate experience of spending the day in a hospital lobby, anxiously waiting for my dad to come out of surgery. But other than the worrying part, the experience wasn’t all that bad. The lobby was inviting and comfortable with plenty of seating. And the hospital staff was helpful and compassionate. [...] Read more »