Try not to become a person of success but rather to become a person of value. ~ Albert Einstein To be or not to be, that is the question. ~ William Shakespeare To Be or Not to Be. Before all your To Do’s, check or create your To Be list ...

THE TRUST TEST. Email or phone or….? Which tool do you use to win the trust of your customer, and a sale? Forty-eight graduate business students were given $89 in a study on lying online. They had to tell their partners about the money — and how much they were going ...

Shifting From Purchaser To User. Imagine there’s no purchaser. It’s easy if you try…. Try to think of your customer as someone you care about (brother, mother, friend) in the act of using your product or service. Rather than a faceless data point you’re trying to get to purchase. And ...

Isn’t it weird how this works? You’re on an overcrowded street in the city, in a sea of people, when you suddenly, unexpectedly, out of the hundreds of faces in your visual field, see the one face of someone you know. Not only do you recognize them immediately, you also ...

My team and I were sitting at the pub, rethinking an approach to a client’s customer-rewards program. So, we looked at a seminal study in the Journal of Personality and Social Psychology. It validated our counterintuitive notion of loyalty and compensation. And, ah, inspired another round as we brainstormed with crayons on ...