We like to be entertained. We enjoy storytellers that can transplant us into fantastical realms and take our imaginations on rides that we’d never usually imagine. We like touchpoints. We feel more in tune with those that directly reach out to us and hold our hands; guide us; share their experience and involvement with something, and make us feel that we’re the only people that they’re talking to at that given time. Simply put, we enjoy being part of the…

Customers and employees are your two most important ingredients in a successful business. Without one, you can’t have the other. Customer service is an especially hot topic for me, as I’ve worked in improving how service is measured and improved at a few companies, where previously it was maybe in third or fourth place when it came to that company’s priorities. Your employees are your best customers, and your customers are your best employees. They’ll defend you; market for you;…

Pop quiz. How many of these phrases do you recognize? – It’s all about the dialogue. – You have to fish where the fish are. – You have to engage. – You can’t measure the ROI of social media. – Look at Zappos / Dell / Best Buy / Jetblue / Comcast as examples of how to do it right. – Etc, etc, etc… (okay, this last one isn’t really part of the phrases!) Now, second part of the pop…