Brand Experience Strategy

Getting Employees Engaged: When They Really Don’t Care

Dustin Walling is a very good friend of mine who works with the construction and technology industries on the gap between management and experts within a company, or "performance management" as he calls it. Anyway, he wrote a great post about team building at a Caterpillar dealership that I want to share with you. Enjoy!

When Doug Fabick became the 4th generation owner of Fenton, MO-based Fabick CAT, a Caterpillar Tractor dealership, his father left him with one key piece of advice, “Build your …

5 min read

Remember, Your Customers Are Busy

I was reading Steve Pavlina’s series about how to network with busy people. The article itself is great. He goes over a lot of common sense things, and uses great analogies and stories to prove his point. His main point throughout the series is to help you see how a busy person perceives the way you are trying to contact them.

While I was reading this, it got me thinking that a lot of the points Steve makes, are the same points that companies tend to be ignorant of in their approach to marketing…

Under Customer Experience Strategy | CX Strategy , Brand Experience Strategy & Blog Articles

3 min read

Amazing Customer Service--You Are Not That Special

Being new to the west coast, there are all kinds of new stores and experiences to be had. Overall, I am amazed at how there IS customer service here. At first it was kind of creepy, because I was not use to it. I talk about it, I promote it, I do my best to live it, but in the end customer service is the experience you have whenever you walk into or work with a company. That being said, the eastern part of the country has nothing on the west.

My husband and I were asked what we thought about the …

Under Brand Experience Strategy

1 min read

Customer Service is Expected

MYTH: All companies provide customer service.

FACT: All Customer Service IS PR.

I can’t tell you how many times a day I hear a company advertise or an employee say their company offers great customer service. In today’s day and age, customer service is not something you advertise—it is simply something you do, it is expected.

What is your take on customer service? Should companies use it in marketing? Should it be perceived as a unique feature?

Under Brand Experience Strategy

1 min read