How to Build Emotionally Positive B2B Customer Experiences.

I serve on the Board of Directors of a commercial construction company.  At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to differentiate further the company.  Management was talking about the increasing trend where a commercial construction company is viewed as a commodity.  Whoever can provide the lowest price, meet the quality standards, and hit the completion date wins the bid.

Read More

Surprise! Delight your customers when they least expect it

In the movie Finding Forrester, Sean Connery, playing reclusive writer William Forrester, advises a young friend that “the key to a woman’s heart is an unexpected gift, at an unexpected time”.  Forrester’s friend, Jamal, acts on the advice and it works wonders.

Read More



Join our Newsletter