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

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

[VIDEO] Experience Beats Advertising Every Time

The experiences your customers have with your company outweigh the impact your advertising and marketing have on them. And this is coming from a branding guy! Steve Yastrow shares a compelling example at the AVI National Sales Meeting. Watch the

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Posted in Brand Harmony, Customer Encounters, Loyalty, Marketing, Observations

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

Your Biggest Competitor: You

On Steve's Mind: a Newsletter

Companies spend a lot of time worrying about their competitors, reacting to the moves of their competitors and blaming their competitors for the circumstances they face. But as an advisor to many companies, I often see the same pattern: The

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

Don’t Bore the Board

On Steve's Mind: a Newsletter

My father, Shelby Yastrow, has attended hundreds of board of directors meetings. As a senior executive at McDonald’s he attended every company board meeting, and he has served as a board member for companies like Great Clips for Hair, Cold

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Posted in Conversation, Invent Your Future, Latent Profit, Newsletters, Observations

Everything is Marketing!

On Steve's Mind: a Newsletter

Why do you like doing business with certain companies and dislike doing business with others?  Oh, I know… is it because some companies produce better marketing campaigns than others? Okay, probably not. Through years of conducting market research, I can

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Posted in Brand Harmony, Newsletters, Observations

3 Fundamental Laws of Marketing and Sales

On Steve's Mind: a Newsletter

Marketing and sales can be confusing topics.  Is advertising dead? Is social media the most powerful form of marketing? Why do customers trust certain salespeople, but don’t trust others? What makes people open up your marketing emails? But, marketing and

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Posted in Brand Harmony, Internal Marketing, Marketing, Newsletters, Observations

Time to Brainstorm? Ditch the Pitch.

On Steve's Mind: a Newsletter

A few months ago I was invited to a brainstorming session for a friend’s startup. He had asked three people he knew who work in marketing to join a discussion with him and his key staff. Here’s how it went.

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Posted in Ditch the Pitch, Improvisation, Newsletters, Observations

Talk is Cheap (And Effective)

On Steve's Mind: a Newsletter

Why Executives Should Share Successes with Employees Most best-kept company secrets I encounter aren’t proprietary processes, acquisition plans or locked-away family recipes. They are the ordinary, day-to-day successes and plans for success that businesses have. I was speaking with two

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Posted in Internal Marketing, Latent Profit, Observations
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Testimonials
Chris Tucker
Steve is a creative and collaborative speaker who communicates his ideas clearly and concisely. He immediately understood our business needs and provided a better perspective on how our customers see us as a company. I have referred Steve to our customers in the past and I will continue to do so. He’s intuitive and has a unique way of looking at business. Steve has the experience to turn a project into something extremely valuable for any organization. I strongly recommend working with Yastrow and Company.

Chris Tucker

Director of Business Development, MBX Systems
Rhoda Olsen
Steve Yastrow has clearly described the emotional reality of customer relationships and their impact on profitable business growth.

Rhoda Olsen

President, Great Clips for Hair
american-licorice-logo
We have seen huge benefits from Steve's input. Steve is unlike any other consultant I've ever worked with. He takes a genuine, deep-seated interest in our business. He is intuitive and able to identify problem issues quickly. We wouldn't be as far along in acheiving of our long-term growth strategy if we hadn't actively and aggressively pursued Steve's Brand Harmony.

Michael MacDonald

Executive VP Sales and Marketing, American Licorice Co.
Mike Depatie
Steve Yastrow is at the forefront of the next evolution in marketing. We have implemented many of his innovative ideas... and have seen very positive results.

Mike Depatie

CEO, Kimpton Hotels and Restaurants
Tom Peters
When Steve Yastrow writes, I pay close attention.

Tom Peters

Founder, Tom Peters Company
Doug Ducey
In one morning, Steve re-energized the way we look at marketing. The only question we had at the end of the session was, ‘When can we get him back?'

Doug Ducey

CEO & Chairman, Cold Stone Creamery, Governor of Arizona
Chris Miller
I rarely book speakers more than once. But I’ve used Steve four times! Steve has our association’s interest at heart and works tirelessly to deliver customized programs. He always ranks highly with our affiliates because he is outcome-focused, fast-paced and highly engaging. Anyone looking for insight and understanding into marketing, branding and sales should book Steve!

Chris Miller

Executive Director, Professional Systems Network International
Alex von Bidder
In these high pressure times of bite-size communications we all hunger to be listened to and cared for individually. Our customers know great hospitality, the kind that is not about selling but treating their needs as our highest priority. Steve Yastrow’s teachings are applicable to any business that values long-standing success based on personal relationships.

Alex von Bidder

Managing Partner, The Four Seasons Restaurant, New York
Alex von Bidder
Steve Yastrow's teachings are applicable to any business that values long-standing success based on personal relationships.

Alex von Bidder

Managing Partner, The Four Seasons Restaurant, New York
Jennifer Whelan
“Steve’s workshops helped bring out what is best at Acuative. His insights were fresh and long-lasting—we continue to use his tools and approach years later.”

Jennifer Whelan

Vice President of Marketing, Acuative
David Sank
I highly recommend Yastrow and Company to any business that is intent on enhancing their customer experience. Prior to working with Steve, we were communicating various messages to customers. Steve and his team helped us achieve a cohesive brand message that we as a company live daily. Steve is an incredible listener and learned the nuances of our business rapidly. I can’t imagine anyone Yastrow and Company couldn’t help.

David Sank

President and CEO, Calico Cottage
jim-winter
Steve put together a program that produced spectacular results, and the quality of our communication and customer satisfaction is vastly improved. I’ve been in business for 40 years, and Steve’s the first consultant that I’ve gotten my money’s worth from. We’re going to continue to work with Steve and the bright, energetic people that are on his team.

Jim Winter

COO, Dimension Design
roma-maxwell
Rancho La Puerta has enjoyed continued success because of the work we did with Yastrow and Company. Together, we implemented business strategies that have contributed to our success. Steve and his team truly believe in our brand. I highly recommend Yastrow and Company to any business that needs help building the bottom line.

Roma Maxwell

Director of Sales and Marketing, Rancho La Puerta
roma-maxwell
Rancho La Puerta has enjoyed continued success because of the work we did with Yastrow and Company. Together, we implemented business strategies that have contributed to our success. Steve and his team truly believe in our brand, and our experience with them was empowering, fun and a great learning opportunity. I highly recommend Yastrow and Company to any business that needs help building the bottom line

Roma Maxwell

Roma Maxwell, Director of Sales and Marketing, Rancho La Puerta
Craig Dwight
Steve’s approach to integrating all customer contacts into a comprehensive marketing message is a must in today’s information age. We have partnered with Steve to develop our integrated and comprehensive marketing message, and as a result of his excellent work, his new book is required reading for all of our employees.

Craig Dwight

Chairman & CEO, Horizon Bancorp
Kathleen Phillips
Not only is Steve's content sound, but the energy he displays in delivering it will knock your socks off.

Kathleen Phillips

Ernst & Young, Chicago, IL
Ward Alles
Steve Yastrow knows his stuff. That's why our management team has read all of his books. And that's why we've had him as a keynote speaker at both client and employee events. From creating brand alignment, to selling more effectively, to providing top-notch customer service, Steve offers words of wisdom based on real-life experiences. He always engages his audiences with questions, interactive exercises and great storytelling that keep you coming back for more. Read Steve's books. Then book Steve. You'll be glad you did.

Ward Alles

CEO, Core Creative
roma-maxwell
I give Steve two thumbs up—five thumbs up, if I had that many!

Roma Maxwell

Roma Maxwell, Director of Sales and Marketing, Rancho La Puerta
Ditch the Pitch is a great read-- interesting, fun, and easy to follow. And I’ve already seen the concepts work. Just yesterday, I called a client and had a conversation that was 95% about the client, as the book suggests. At the end of the call, he sent a new matter my way. I ditched the pitch and it resulted in new business.

Attorney

Chicago, IL
jim-evans
Yastrow and Company introduced Brand Harmony and their Be the Brand concept to our team at Jenny Craig.  I believe these new ideas contributed in helping us triple the company's revenue during my years as CEO.

Jim Evans

former President and CEO, Jenny Craig
Jennifer Whelan
Our work with Yastrow and Company yielded the best long-term value of any consulting engagement we’ve ever had. As we grow and expand internationally, Acuative continues to depend on the branding approach and marketing tools Steve and his team developed. Yastrow and Company genuinely partnered with us, were exceptionally responsive and remain committed to our success.

Jennifer Whelan

Vice President of Marketing, Acuative
Marc Allen
We are absolutely better off after engaging Yastrow and Company. They helped us look at our business from our clients’ perspective, resulting in a cultural shift throughout our organization. These changes have made a big impact - we’ve gained new clients and strengthened relationships with existing clients. The investment was well worth it.

Marc Allen

Vice President of Sales, AMD Industries