Blog Archives

Customer Service: Human vs. Robot

On Steve's Mind: a Newsletter

Two days after her 92nd birthday, an actor arrived on the set of a prime-time television show for which she had been hired to play a part.  At the entrance of the set, she encountered a security guard who was

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Posted in Brand Harmony, Customer Encounters, Newsletters, Observations, We relationships

Marketing is Mostly Human

On Steve's Mind: a Newsletter

The invention of advertising was a boon for sellers, merchants and craftsmen. Ads allowed them to delegate some of the hard work of customer communication to newspapers, signs and, eventually, radio, television and other media. In the last 20 years,

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Posted in Brand Harmony, Conversation, Customer Encounters, Marketing, Newsletters

From Now to New: 6 Questions to Shape Your Business Future

I just spent three days at the National Speakers Association annual conference, “Influence 2016.”  This conference included a lot of discussions about innovating and creating a better future for your business. This focus is not surprising, since most speakers are

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Posted in Invent Your Future, Latent Profit, Newsletters

3 Ways to Get on Customers’ Radar

On Steve's Mind: a Newsletter

I just received an email touting the value of putting logos on merchandise. It claimed that a cap receives 3,136 impressions over its lifetime. My first question: So what? My next questions: Did it sell anything? Did it change anyone’s

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Posted in Brand Harmony, Conversation, Customer Encounters, Ditch the Pitch, Marketing, Newsletters, Observations

The Myth of the Average Customer

On Steve's Mind: a Newsletter

Have your heard any of these generalizations about Millennials?  They feel entitled. They don’t want to work hard. They’d rather text than talk.  If you’ve heard these comments, do you believe them? If you’re a marketer or salesperson, have these generalizations

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Posted in Brand Harmony, Customer Encounters, Marketing, Newsletters

Break the Bid Mentality

On Steve's Mind: a Newsletter

Here’s a  tough B2B sales challenge: Buyers who think they know exactly what they need, and believe that their purchase decision should be based on finding a supplier who can fulfill these pre-determined needs at the lowest price. Because they

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Posted in Conversation, Customer Encounters, Ditch the Pitch, Newsletters, Sales

Present Like a Pro with my Public Speaking Hacks

On Steve's Mind: a Newsletter

People from my audiences sometimes share their public speaking challenges with me, asking me for advice. In the spirit of my Marketing Hacks article, here are some of my best public speaking hacks. Public Speaking Hack #1: Focus on what you

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Posted in Conversation, Customer Encounters, Ditch the Pitch, Improvisation, Newsletters, Observations

3 Marketing Hacks

On Steve's Mind: a Newsletter

These three marketing hacks will help you quickly focus and move your marketing efforts in the right direction.  A ‘hack’ is a creative and effective technique for getting things done. While you read, apply these hacks to a real-life marketing

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Posted in Brand Harmony, Marketing, Newsletters

What If Your Company Never Existed?

On Steve's Mind: a Newsletter

Let’s call this article the It’s a Wonderful Life test. Imagine if the employees who work in your company had a dream last night in which they saw what the marketplace would be like if your company had never existed. What story

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Posted in Internal Marketing, Invent Your Future, Latent Profit, Newsletters

Your Team of Improvisors

On Steve's Mind: a Newsletter

On any given day, the people in your company encounter the unexpected. Surprises happen every hour. Even every minute. The typical human day is atypical. It is continually unpredictable. People are constantly navigating ever-evolving situations as the world throws curve

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Posted in Conversation, Ditch the Pitch, Improvisation, Newsletters
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