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The deterioration of customer experience has a new name
Read more: The deterioration of customer experience has a new nameHere’s a new word for your business dictionary: Skimpflation. At first glance you might think it’s something to do with the effect of cheapskates on the economy. It’s not, but it’s an interesting concept that I’m sure there’s a word for. Skimpflation was coined on the NPR program “Planet Money” and was the focus of this…
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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…
