To Boldly Go

“Be confident, not certain.” – Eleanor Roosevelt   With confidence, we meet our future. With certainty, we gamble on it because nothing is certain. But that doesn’t mean we can’t feel confident that it might be! If we were able … READ ON >

Your Only Limit is Imagination

Everywhere I turn these days, a business somewhere is shifting to the Experience Economy. Companies that once exclusively sold products or services are adding new levels to their offerings that can only be described as experiential in nature. These companies … READ ON >

Your Clients Want A Better Experience (And This Is Going To Ruin You)

The experience your clients want isn’t better service; that’s service, not experience, and services and experiences are not the same thing. Whatever the specific experience is that your clients desire, this experience has nothing to do with your offering, as … READ ON >

The Ritual of Motivation

“People often say that motivation doesn’t last. Well, neither does bathing – that’s why we recommend it daily.” – Zig Ziglar   I went deep into the quote archive this week and for whatever the reason, motivation was on my … READ ON >

The Difference Between Strategy And Tactics

I spoke with a really frustrated financial advisor in San Diego the other week. She told me that she loved my talk (on the Experience Economy) because it made sense to her, that it aligned with what she wants to … READ ON >

Dominate Your Market With Anticipation

Here is a bold statement: Reactive service has little to no value to a customer/client. At best, it creates a neutral experience and at worst it can erode goodwill. Great service and the hallmark of an experience is being able … READ ON >

It Takes Courage to Seriously Shift Your Approach

“If you want to tell people the truth, you’d better make them laugh or they’ll kill you.” – George Bernard Shaw   Here is a curious thought for you: When I distill my speaking presentation down to its key points, … READ ON >

An Excellent Narrative Builds Lifelong Brand Advocates

In the Experience Economy, clients and customers are empowered when you build a relationship with them that gives them what they want and when they want it. Think Uber, AirBnB, Disney and scores of lesser known businesses that you personally … READ ON >

Understanding Customer Sacrifice: A Serious Shift

Before you started reading, you’ve likely considered your latest client survey results. In a moment I’m going to argue that whatever the results, your survey is probably bogus. Let’s first settle on what Happy is. Happy means your customers feel … READ ON >

Scoring the Game Winner

“You always miss 100% of the shots you don’t take.” – Wayne Gretzky So, who is this Wayne Gretzky guy? Well, the facts are he: Is the leading scorer in the history of the National hockey League (NHL) Tallied more … READ ON >