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5 Reasons to Make Thanksgiving a Habit

For those of us in the US, the Thanksgiving Day holiday is just a couple days away.  Millions are flying, driving, cleaning and cooking, all while trying to keep the wheels turning at work for another day or so.

The run-up to Thanksgiving is often busy, and for some it can feel overwhelming.  The Google search term “holiday stress” is up 60% in the past seven days alone.

With that in mind, why in the world would we want to make Thanksgiving a habit?!

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Creative Destruction: Innovation Vs Destruction

In 1942 Joseph Schumpeter, an economist, coined the phrase “creative destruction” to describe the process by which innovation continually upends products and markets.  After reading excerpts of his writings this week, I thought about three simple examples outlined below.  But the key message is that product manufacturers cannot assume the products they sell now will be in demand in the future.

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Is the NPS Measurement Still Relevant?

A few days ago I typed the following question into Google; “Is NPS® still relevant?”  Somewhat surprisingly, Google found 3.2 million results.  Apparently, NPS® remains a hot topic in the customer experience community.

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The State of Customer Service - A View from the Road

When you are out and about or even on vacation, do you observe the customer service you receive? What are your thoughts about the customer you receive every day?

I just spent the last seven weeks traveling in an RV with my wife visiting clients and prospects. Given what we do as a firm, I always pay attention to customer service I receive most anywhere. As we drove through the upper Midwest, I kept my eyes and ears open.  Here are some of my observations:

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We Can’t Innovate in Our Market!

As some of the readers of this blog know, I frequently travel by RV.  Given that we have many clients scattered throughout North America, many in small, difficult-to-reach places, an RV makes a lot of sense.  Plus, I get to travel in the company of my wife and, this trip, my dog (not sure how she likes it).

One of the things that happens when I travel by RV is life tends to slow down and I have more time to read articles and books I don’t normally read.  On this trip, I have focused on news about innovative new products, specifically in fields that may be over saturated, or there is the feeling that there is no room to innovate.  I want to highlight three that caught my attention.

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The Good and Bad in B2B Marketing

Guess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned.

I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for the life of me I couldn’t tell you what they were selling or identify the company (even after extensive Googling).  It fell into the realm of “weirdvertising” which is my made-up word for an ad where the content has nothing to do with the product whatsoever or just makes you pay attention with its sheer oddity. This… ‘thing’ got me pondering the good and bad in commercials or ad campaigns.

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Observations from a Well Run Convention

I had the good fortune to speak at the annual MHEDA (Material Handling Equipment Dealers Association) Convention earlier this week.   I want to share a few observations and things I learned:

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Observations on a Tightening Labor Market

An article in the Wall Street Journal this week caught my attention (“Top Fund Managers Want Better HR.”)  The story discusses how large funds are beginning to engage boards and senior managers about what they are doing to effectively manage their human resources, an interesting change.  When did you last see a line item for employee development/training in an annual report?

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The Difference a Smile Makes—Redux

I have written before about the difference friendly staff make to the service experience.  I am writing this from my local auto dealer to share just how it changes things.

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On Turning 25

I am not talking about me turning 25, as that happened many more years ago than I care to remember.  Our company, The Daniel Group, started business 25 years ago this past September.  We are having a celebration with our employees to mark the occasion.

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