February 2009

Becoming a Customer Experience-Driven Business - [read]
Businesses increasingly recognize the importance of customer experience, but few are able to capitalize on it. "Customer experience is an organizational mindset. It's not something a business buys, it's something a business becomes.” As Southwest airline shows, you can provide low-cost service and still offer a top-notch experience. - harvardbusiness.org

4 Ways to Create Loyalty in Any Economy - [read]
Whether it is your external or internal clients, you must consistently think of increasing the loyalty factor if you're business is going to thrive. So when times are tough—and the engagement of these groups becomes even more critical to your bottom line—grasp the opportunity to develop a model to maintain the consistency of your relationship-building strategies. - salesandmarketing.com

PBA: The Stimulus Package and You - [read]
With President Barack Obama poised to sign the $787 billion "Stimulus" bill into law, PBA summarizes several of the tax breaks that may benefit you and your business. - pbawashingtonupdate.com

And for This I Am Grateful: Touching Lives and Building Self-Esteem - [read]
Recently the staff at James Alan Salon in Shoreline, WA did an amazing community outreach event for the residents of Tent City, a Seattle-area homeless camp. James Alan Owner Matthew Fairfax shares his story about giving back and reminding us that "we are not doing hair; we are touching lives and building esteem." - salonservicesnw.com

When it Comes to Competence, Are You Faking It? - [read]
You don't have to be a (former) homeowner burned by the housing fiasco or a blue-state voter screaming I told you so to agree that the way we pick our leaders is often based on something other than merit. That's not entirely bad, since no matter how competent bosses are, they still have to have the charisma and confidence to persuade other people to follow them. - time.com

Goals Gone Wild (and How to Tame Them) - [read]
‘Goals Gone Wild: The Systematic Side Effects of Over-Prescribing Goal Setting’ examines how employees do stupid things when their bosses tell them to focus on excessively narrow and demanding targets. Featuring a useful ten-point checklist for managers to consult before they set goals for others. - blogs.ft.com/management

Customer Experience: Where Business and Employees Collide - [read]
As companies seek to enhance their customer relationships, they recognize that employees who interact with customers are critical to the ongoing success of customer relationship strategies. The brand promise will be either fulfilled or compromised on the basis of an employee's desire and ability to promote it. The rationale is inescapable: if you desire valued relationships with your customers, you need valued relationships with your employees. - customerthink.com

12 Ways to Step Up Business NOW - [read]
What will you do to take back the power to maintain and grow your business into your own hands, regardless of the economy? Here are 12 ways to step up business, right now. - smallbiztrends.com

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