Amazing customer experiences will start conversations ORLANDO, Fla. – Last summer, in an article titled, “I Sold it Through the Grapevine,” Business Week reported that marketing powerhouse companies like Procter & Gable were using legions of moms to help promote their products. In behind-the-scenes word-of-mouth campaigns,...
One of the characteristics of Cult Brands is their unabashed ability to play, as written in the Golden Rule of Fun. Although we’re programmed to think that there’s nothing funny about being an adult, these brands fearlessly turn back the hands of time and enthusiastically...
Dr. Michael DeBakey was a god-like figure in the world of surgery, he performed in the neighborhood of 60,000 surgeries, invented over 50 medical instruments, had a pioneering role in developing the Mobile Army Surgical Hospital (MASH) units, the artificial heart, as well as a...
You take a week off work to deal with a family emergency. When you return, you’re told to contact the Human Resources Department. The voice on the phone is devoid of human feelings. You’re instructed to fax proof to substantiate your absence. What would be...
She’s already fallen in love. Drawn to your charm, courage, and determination, she’s captivated most by your ability to stand hands above the rest. Never has she met anyone as bold and daring as you. You honor and respect her, giving her the freedom to...
As children, we are taught the laws of forgiveness and encouraged to verbalize three simple words that are often the hardest to say, “I am sorry.”No one likes to admit when they’re wrong. It makes us feel vulnerable, exposed, and defenseless. We have a hard...
It has often been said that trust is the critical element of social bonding—the glue that binds relationships. Taking a sociological perspective, Barbara Misztal explains in her book Trust in Modern Societies that trust has three social implications: 1) it makes social life more predictable, 2)...
Are you on the journey to create a Cult Brand? Then you must understand that respecting the customer is very important. “Treat others as you want to be treated,” As the Golden Rule instructs. It takes a lot more than respect, however, to win the...
On the last leg of our summer vacation, my sister and I drove to Vermont to visit the Ben & Jerry’s Factory—a place we dreamed about as kids. As we approached Waterbury, our hearts were filled with childlike wonder and our stomachs eagerly anticipated the...
So how do you produce authentic word-of-mouth? You work hard to create amazing experiences for your customers—experiences worth talking about. Here are seven principles to help you better understand your customers’ World of Talk: 1 – The Principle of Integrity: They know that you know that...