A likely candidate for the holy grail of business is customer loyalty. But in another you-can’t-get-there-from-here moment, something critical to achieving that loyalty gets short shift in the minds and wallets of too many organisations. Team loyalty. Simply put you can’t build a great (or even good) brand if you have...
“You get what you incentivise”Peter Diamandis Building a brand, engaging team members, delivering a consistently good customer experience, and ensuring the back office and front lines work in sync. These things have much in common, yet one important element they share is often ignored or given short shift—incentives. Today it seems like...
It’s been quite the few weeks for businesses and unhappy customers. But today my blog isn’t for them or any other businesses. It’s for all the customers out there. In other words all of us, because we’re all customers of something. From lawsuits about mice in hems to burger joints getting into altercations over missing...
Who are the right people for your organisation? Beyond the basic skills they need to do the job, how do you decide if the person in front of you will be a good addition to your team and help to build the brand? Plenty has been written about the inter-dependency of...
There are lots things that really annoy me. One that routinely lands high on that list is the way the term brand gets elevated to some kind of supernatural being with extraordinary powers to do things. You will have read the headlines, heard the commentary. The brand did … the brand...
When an entrepreneur is building a brand the focus is often on the ‘doing’ side of things. For too many that starts and stops at the veneer they want (deciding a name, getting a logo, applying it to everything that moves). But more fully it can extend across and align...
A couple of weeks ago I was catching up with my friend @richardkeeves in Perth for a glass of vino. He was a bit distracted trying to catch a radio segment – something about football and drugs, but we soon settled in for one of our usual explorations of things that don’t...
We talk a lot about our customers, but most people in the business only see that as being external. How can we get them to see that we are our customers too? Some business terms get used with such strong framing it’s virtually impossible to shift what people think of when...
There are lots of decisions you will make over the course of building your brand. Brand is, after all, the result of those decisions. This week’s question gets to the heart of one of the most important decisions you will make – not just once but over and over. I know the right people...
When people start talking about brand one of the inevitable questions that pops up is “what do you think X org” stands for? This question gets asked of employees, customers, partners – pretty much any stakeholder with a pulse will at some time or another get it thrown at them. It’s...