If you’ve been following this blog for a while, you know my position on the importance of cultivating referrals – particularly for smaller businesses. This is a realm of marketing that is commonly overlooked… typically botched… and arguably the highest return marketing activity a company can invest in. Literally… Infinite Return Marketing when executed properly [...]
customer experience
I’d hate to be responsible for marketing at Sprint (together with Nextel). There are people at Sprint dedicating their lives to trying to make people like this company – to say nothing of the millions they spend in that effort. And for what??? To have it all ruined the moment someone walks into one of [...]
If you haven’t read my July 21 post, Lunch with Yoda, take a moment and read it. It sets the stage for this post. My afternoon with John revealed what I submit are six laws for creating a perfect customer experience. While I’m certain there are others (and I’d love your opinions), these are a [...]
John Taylor is the grand master among a new breed of marketers. A short while ago, I wrote a post criticizing Sprint/Nextel for their abysmal failure to even be civil in their face-to-face interactions with customers. John is the polar opposite. He is the engineer of a near flawless customer experience designed to delight just [...]
