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I spent last week at my favorite resort, Rancho La Puerta, and was inspired to write this newsletter, “Show Me You Know Me.” If you’ve ever been to “the Ranch,” you’ll have felt the deep level of personalized service. And your customers want the same experience! Read the newsletter for my thoughts on today’s key competitive advantage: differentiating your customers.
Read the newsletter: Show Me You Know Me
Imagine this ... one of your customers is speaking with a friend, and suddenly notices that the friend should also be your customer. After witnessing this opportunity, what does he ...
Yes. I am telling you to ignore your mission statement! You read it correctly. I have an alternative for you ... read today's newsletter, Ignore Your Mission Statement, and see how ...
I was speaking with a very busy non-profit executive the other day, discussing how he's juggling all of the demands on his time. "How much time are you spending on fundraising?" ...
What's my answer when somebody asks me for 3 Tips for Better Customer Conversations? Don't talk about yourself. Leave things in your pocket. Use callbacks. You don't want to miss these tips... they can ...
The direction of marketing has changed 180 degrees. While marketers are trying to "get the word out," customers are more focused on what words they let in. I'd like to invite you ...
In 1997 my mentor/guru/client Tom Peters published a ground-breaking article in Fast Company titled The Brand Called You. Let's take a new look at the concept of personal branding with ...
What does it mean to be “disagreeable?” It means to say “no” to situations that present themselves. Do you know people tend to react to situations with “no, but …” instead ...
Which organization is likely to go out of its way for customers, a for-profit business in a very competitive marketplace, or a government bureaucracy charged with catching bad guys? It depends. It ...
The front page of the business section of yesterday’s New York Times carried a story about the $213 million dollar first quarter loss generated by United Continental Holdings, the parent ...
Do you ever have trouble transitioning a conversation into a sales conversation? Steve's latest newsletter encourages you to practice "The Gentle Turn" when talking with prospective clients. Not the Bat Turn. Read ...
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- Tom Peters
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- Seth Godin
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In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.
Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."
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