Great commercials, strong PR, a brilliant social media strategy all warrant effort when building your company’s brand. But there’s no better PR than an army of loyal employees living and breathing your brand. You know the type – folks with enthusiasm bursting from their veins–talking up your products and services with their friends at every bar, …

It seems like every day, I’m seeing an advertisement for the position of Chief Customer Officer.  Although not nearly as ubiquitous as many other occupations, it’s indicative of the importance many companies now place on the customer and ensuring that their experience in dealing with the organization is positive, regardless of where in the buying …

Customer service today is as much about creating brand advocates, as it is about solving problems and addressing complaints. With the rise of social media and digital trailblazers such as Amazon, Yelp, Uber and Netflix, This shift has not only brought with it new risks and challenges for established brands, but also unprecedented opportunities, for …

From my perspective, the new system was genius.  Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors), the customers now had an easy interface that would “flow through” to the backend systems. The new approach was …

When was the last time you performed a mirror test on your business? Jeffrey Hayzlett shares insights from Gene Simmons, Barbara Corcoran and Kevin Jonas on how to grow your business and keep it alive and breathing.

To help people think differently about situations, problems or products, you have to disturb the way their brains automatically process information.  In order to define who we are and make sense of the world around us, our brains like to work quickly within the confines of what we know.  The brain doesn’t like to have …

Stroll into the headquarters of most large organizations these days and you’ll find all sorts of interesting things – ping pong tables, free drinks, laundry service, paid sabbaticals, free snacks, dogs in the office, nap rooms, coffee shops, rock climbing walls, beer on tap, free gym memberships, and if you’re really lucky, an enormous silver …

What is your brand promise? If you asked your customers that question, would they know the answer?  And if they do, would they also be able to say that you deliver on that brand promise? There are some companies that are so good at what they do, that with just a sentence or a few …

… Oh, And Must Be Good Storyteller! When writing to customers or staff, the principles and theory for great communications are the same. But the practicalities are quite different. Marketers have scoping, planning and delivering campaigns down to a fine art. They work to clear objectives. The responsibilities between the client the agency are clearly …

Technologies, business models, and economic conditions change pervasively. But when it comes to winning the hearts, minds, and investments of venture capitalists, some past methods remain unchanged today. Pitching is hard – I know, because I was an entrepreneur before I became a VC. But as I’ve observed, some entrepreneurs sabotage their own efforts by …