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The Airport Shuttle Ride that was an Amazing Experience
Read more: The Airport Shuttle Ride that was an Amazing ExperienceIf you fly into Cleveland and need to rent a car…. OK, that’s an unlikely scenario, but for the sake of today’s story, imagine that it’s possible. If you fly into Cleveland and need to rent a car, I hope you get to ride the shuttle with Felicia. It’s not that Felicia is a particularly adept shuttle…
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Is your customer experience better than an airport janitor?
Read more: Is your customer experience better than an airport janitor?Travel has been picking up again lately and so I found myself at the Sioux Falls airport a couple of hours in advance of my flight. I’m not usually there that far ahead of time, but my wife dropped me off on the way to work and I was planning to work in the business…
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Should we slow down?
Read more: Should we slow down?That was the question posed by the leadership of a highly successful business that I recently started consulting with. They had recently come through a period of rapid growth. And that growth exposed some missing systems. A few client engagements had gone off the rails. Salespeople were chasing the wrong deals. And the leadership team was…
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What is FiveFour?
Read more: What is FiveFour?One of the most frequent questions I get about my new(ish) company, FiveFour is: What is FiveFour? We’re launching a new email series to answer that question, so I thought I would share it here. FiveFour specializes in transforming businesses. Which raises the obvious next question: “What kind of transformation are we talking about?” Let…
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Asking (and answering) the Ultimate Question
Read more: Asking (and answering) the Ultimate QuestionIn the Ultimate Question, Fred Reichheld tells the story of Intuit, describing a problem that FiveFour regularly helps businesses solve. Co-founder Scott Cook had built a successful company on the mission “To make the customer feel so good about the product they’ll go and tell five friends to buy it.” When the company was in…
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Paying attention pays off by creating raving fans
Read more: Paying attention pays off by creating raving fans(This is one of our weekly FiveFour emails. Sign up to receive these here). I heard a story recently that’s a real-life demonstration of the principles we follow at FiveFour. It’s a coffee story, which got me interested right away. Mmmmmm, coffee. Susie Patrick owns the Breadsmith stores in Sioux Falls. Mmmmmm, bread. And while Susie runs a…
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Passing the $10 million plateau
Read more: Passing the $10 million plateauReady, Fire, Aim started as a retreat serial entrepreneur Michael Masterson led for other entrepreneurs. He wanted to impart the lessons he had learned from a 30-year career starting and running several multi-million-dollar businesses. Later developed and expanded as a book, the subtitle states his objective; teaching the reader to take a business from “Zero…
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Customer experience – the Free Prize Inside!
Read more: Customer experience – the Free Prize Inside!Seth Godin has been one of the most influential authors in my career. When I started working in an ad agency in the early 2000s, I came across Permission Marketing and it completely changed my opinion of what a marketer could be. I re-read it just a couple of years ago and was amazed at…
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What you do won’t do it
Read more: What you do won’t do itMy friend Shareef Mahdavi just released a new book, Beyond Bedside Manner: Insights on Perfecting the Patient Experience. To be precise, the book has 57 insights and any one of them could transform a medical clinic all by itself. If you work in healthcare, you must read this. One of my favorite insights is Defining…
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Measuring Human Impressions
Read more: Measuring Human ImpressionsMy recent post Elephants Don’t Bite was about companies focusing on big things, like the strategic plan or the latest marketing campaign (the elephants), came at expense of the little things, like answering the phone or greeting the customer at the front desk (the mosquitoes) and it’s the latter that can kill you. In Marketing…
