Customer intimacy

It’s likely you’ve read the HBR article from 1993, Customer Intimacy and Other Value Disciplines. If you haven’t, you must. It does a great job outlining the three main tenets of building a great [...]

Completely delighted

We often talk about deliberately delighting our customer. I’ve heard some people say in the last year that ‘delighting’ is now an overused term. It’s probably true, as is the case [...]

People talk

One of my favorite restaurants is Blue Ginger in Boston. Ming Tsai opened this place many years ago and if you live in the Boston area, chances are you’ve been there or know of it. One of the key [...]

People buy promises

“People don’t buy features — they buy promises”  – Bernadette Jiwa In her book, Difference, Bernadette explores all the factors that can help you build a differentiated product that matters. She [...]

Communicate better

Building a communication strategy is a necessary step in defining how you can best serve a customer. You need to be deliberate about communication with them and the other key stakeholders that [...]