Let’s make a little wager…
I’ll bet you just about anything that I know your competition better than
“How much?” you ask. Well, how much do you have?
Let me immediately apologize for the arrogant nature of the question.
However, I still feel confident that I’ll win the bet. Not because I’m
smarter, have researched more, or have some innate psychic abilities.
It’s because you think of the wrong business — or an incorrect individual
— as your competition.
Most of us believe our competition is the company that is selling a product
or service that is the most similar to our own. (Or, a professional who works
for that company calling on customers and prospects in a similar territory to
However, from the customer’s standpoint, your competition is vastly
different from that.
If I have a great night’s stay at a Ritz-Carlton, I do not say…”Wow!
What a terri... (more)
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 rec... (more)
iPad on Ulitzer
While most of us — regardless of the industry in which we work — would
give just about anything to receive the publicity for a product launch that
Apple receives, there are a couple of points we should observe that may
assist us in every aspect of our business.
1) Critics are everywhere. Many of the early reviews of the iPad are
negative…and they’re coming from people who have yet to use the product!
Don’t forget…the iPhone generated a similar response! (I’ve heard
it’s not doing too badly…)
Resist the urge to respond to every bad review! Instead, get your produc... (more)
My recent post outlining my position that the jobs problem in the U.S. will
never be solved until we address the challenge in dealing with — and
creating more — customers has stimulated a HUGE response! (And, I would
love to know what YOU think, too!)
I wanted to pass along a couple of alternative positions sent to me —
first, by Richard Randolph, Jr. of Orlando:
Scott: Thanks for such a thought-provoking and insightful article (well, they
ALL are, but I wanted to take a moment to comment on this one…).
In my opinion as a Customer Experience Advisor and College Instructor, I
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)