Your Customer Service is Your Brand

Brand is an expression of Trust. That means that every contact you or your organization have with an individual can impact how much they trust you and just what they think feel and believe about your brand. A recent experience with a company demonstrates how to screw...

Brand vs the Technology Tsunami

When the client awakens, Recently, a long-time client quietly announced that he was now going to learn about all this internet stuff because he felt that if he didn’t he might miss out on some “good stuff,” I applauded his decision and told him so. For years. I’ve...

The Gift of Memory

Welcome back! It is good to see all of you again. How were the holidays? Gail said, “We had a wonderful time. My son managed to get back for a few days and his kids connected at our place so it was quiet but filled with warm memories.” Chris jumped in saying, “I...

Customer DisService

“Look out,” Rick warned the others, “he’s on a rant.” Gail, the calm presence that is the wordsmith in the group asked, “What is it this time?” Kate looked over her glasses leaned in and said, “Every time he goes to the bank lately he comes out snarling and snarky....

The Silver Bullet App

“Brand can be your Killer App,” said Bubba as I arrived. I asked, ‘Who’s the vampire?” Our southern born brand sculptor replied, “The fact is that brand can overcome all sorts of problems. When it is done right it can: Differentiate your product or service Get...