Category Archives for "Customer Experience"

Cheaper Napkins

When people talk about software there’s a concept of total cost of ownership. This is the cost of the entire software; the implementation,  maintenance costs, staff time internally and training among other things that add up tot he real cost, not just the sticker price of software.  I feel the same way about napkins. To save cost, […]

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Asymmetry of Importance

Recently, my son (under 4 years old)  got upset and I wasn’t sure why. I asked and his response was because I ripped a piece of a plastic bag. In that moment a ton of ideas became clear to me about what’s important, engagement and the world as a whole. From my perspective, I was […]

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When Freemium Becomes Worthless

I have been a huge fan and supporter of Evernote since long before I met and was a co presenter with Evernote’s founder and former CEO, Phil Libin in Silicon Valley. Since then I’ve recommended to friends family and many others I interact with since I felt it was the best note taking app. I […]

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Delivering Quality – First

Ask a bunch of small business entrepreneurs what they’re looking for in a service professional – be it a lawyer, writer or developer – and I’ll bet most of them would answer with one word: value.  But “value” is actually two things combined into one – quality and cost.  And I bet if they had […]

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Optimizing Business Revenue

This week, I was planning a get together for 35 people. Considering the cost of food for such a large number of people, the added sale of drinks, and the hefty gratuity that restaurants charge for large parties, the restaurant I chose was bound to come out ahead by servicing my party. But instead of […]

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Continuity of Brand, Part III

Tonight, I realized that no restaurant so far has really wowed me with a marketing brand of some sort when I left the restaurant. (You can check out a previous post to read about a restaurant that did leave me with a less than stellar impression.) Sure, I’ve gotten macaroons and jellies at the table […]

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Continuity of Service, Part II

In a previous post, I wrote about the continuity of operations, or the need for small businesses and start-ups to dedicate themselves to a continuous flow of operations from the beginning of a customer’s transaction to the end. If a continuity of operations is important, then we also need to start thinking about a related […]

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Continuity of Operations, Part I

I decided to make this blog post the first in a three-part series on continuity within your small business or start-up. Let’s tackle the continuity of operations first. There’s one maxim that every business needs to know when they begin to go about the business of, well, doing business: People know your company better than […]

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Deepening the Customer Relationship

Recently, I decided to jump ship–business-wise.  For the first time in five years, I decided not to use the printing company I had come to depend on. Why? They had poor customer service, and there was no customer relationship management. Basically, they made my life harder than it needed to be. They failed me in three […]

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