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...
Have you ever heard of the city of Atlantis, the Loch Ness Monster, Big Foot, or the Bermuda Triangle? Of course you have. Why? And why have so many people spent lifetimes exploring these so-called myths, trying to uncover their validity? The common factor woven...
Talk is cheap. Gossip is priceless. And while manipulated talk can be useful if you’re selling a film or a novelty that doesn’t need any staying power, it’s practically worthless if you’re hoping to build a brand. Yet Word-of-Mouth (WOM) Marketing has become all the rage,...
Greek historian Thycydides aptly noted, “The secret of happiness is freedom. The secret of freedom is courage.” Choice is the act of making a decision. But it’s more than that. Choice, by enhancing one’s perception of control and freedom, can increase one’s sense of happiness. The...