This morning, I’m sitting alone in a deserted, unopened bar at the
beautiful Red Rock Resort and Casino near Las Vegas.
No…I’m not still in the lounge after a night of partying…I promise.
I have a venti from Starbucks, my laptop, and a few thoughts.
Flipping through this morning’s newspaper, getting ready to head back to
Indiana and family for the holiday, I saw so many stories that made me just
shake my head and wonder…”WHY?”
– Why would the world’s leading athlete, with — by all accounts — a
sweet and wonderful wife, risk all of his credibility and stature so
carelessly and recklessly?
– Why would a quarterback risk the relationship with his coach, and display
such poor sportsmanship to simply play a few meaningless downs — when his
team’s success in the playoffs depends upon his health?
– Why would a successful businessperson with millions of dollars of wealth
Guess what today was? It’s the slowest pace of change that you’ll
probably see for the rest of your life. John Chambers, CEO of Cisco (full
disclosure — they’re a great client of ours), announced staff cutbacks of
8%, equal to 6,000 jobs. In the article announcing this adjustment that
is “designed to make room for […]
Creating distinction is not just for big companies — it’s perhaps even
MORE important for SMALL BUSINESS, INDIVIDUAL PROFESSIONALS and
ENTREPRENEURS! I think sometimes authors and speakers like me tend to use
big company examples — like, Apple, Southwest, etc. — because they’re
universal, and perceived to be understood by every audience. However, my main
Harley-Davidson dominates its market.
There are many reasons why — however, as I keynoted their 2011 Winter
Global Dealer Meeting, I discovered part of what they really execute.
The “Processing” element is vital. The motorcycles are magnificent…the
execution of the base level of what customers have a right to expect is
“Service” is paramount. They serve their customers, make processing
palatable and enjoyable, and take care of their customers.
But, it is at the “Experience” level they totally dominate. The
“feel” of a Harley-Davidson — from the sound of the ... (more)
CRM on Ulitzer
I was sitting in my local Starbucks, staring at my laptop wondering how to
begin this blog. Then, as I looked around me, I noticed my fellow customers
– students studying, Moms taking a little break, professionals such as
myself getting a little work done outside the office on a wireless high-speed
Internet connection and couples on their way to or from a day of golf – and
it struck me.
Right now, I am a customer at a coffee shop. So, I came here to get a cup of
coffee, right? Well, yes and no. I certainly have the coffee I purchased
sitting next to me – however,... (more)