Customer Acquisition v Retention Promotions

new clients vs. old clients handwritten in spiral notebook

Is a new customer worth more than a loyal long-time customer? Most research says no – in fact, it can cost 5 times more to attract a new customer. Why then are customer acquisition promotions better than customer retention promotions? For over 25 years, my clients included major US automakers. When it was time to buy … Read more

Nobody Does Customer Service Like Disney

gray Disney Magic Band on an adult's wrist.

I just returned from the Incentive Marketing Association Summit in Orlando, where we stayed at the Grand Floridian at Disney World. Say what you want about the magic or the commercialism of these parks and properties – nobody does customer service like Disney. There is a lot of conversation about the importance of the customer … Read more

Note to Email Marketers: do your homework

women working on laptop.

Email Marketers: before you send me an unsolicited email asking for a phone appointment, please do your homework. Spend 1 minute looking at my website or Linkedin profile. It’s clearer to me every day that marketers are “throwing stuff against the wall” to see what sticks. Stop it. It’s annoying. My most recent favorite examples: The … Read more

Starting a Job Search Over 50…or 60

women speaking to gray-haired man in gray suit.

In 2016, Millennials (18-35) officially outnumbered Baby Boomers (52-70). Baby Boomers are increasingly leaving the workforce, but not necessarily by choice. If you are searching for a new job over 50, you’re likely to run into people who will discourage you. How old is too old to be hired? Over the last month, I’ve had conversations with 5 different Baby Boomers who … Read more

Random Acts of Kindness…at work?

No act of kindness, no matter how small, is ever wasted. - Aesop.

We often think of random acts of kindness as something that we might practice with strangers (giving your first class airline seat to a soldier in uniform) or friends (sending flowers to a friend who’s struggling with something). Clients and co-workers are people too! Random acts of kindness at work will be appreciated by those in the business … Read more

Do Bullies Exist in Business?

Man yelling at another man

That’s a “yes”. There are countless news articles about the effects of bullying in schools and via social media (at it’s worst: suicide). Often, some adults and officials underestimate the impact of bullying, and unbelievably, even participate. What is wrong with society? I began to wonder if these bullies ever grow up, or if they just … Read more

How to Blog

hand-colored green outlined blog in a journal.

To blog or not to blog? Everyone and their brother (or sister) seems to have one. While some personal blogs might be appropriately characterized as vanity projects, a business blog is an important component of a company’s content strategy. Whether you are in the B2B or B2C world, a blog can be very beneficial to your business. You might … Read more