Posts Tagged ‘Columbus’

5 Critical Foundations of The Social Business

“Everyone who hears these words of Mine and does not act on them, will be like a foolish man who built his house on the sand.” — Matthew 7:26 I’ve never started a blog post with a biblical quote, but it seems appropriate for this one. Don’t worry if Christian stuff isn’t four you. That’s not what this post is about. The story from the quote in Matthew is important on other levels. Matthew talks about the idea of laying foundations in our lives. The more solid the foundations we build, the better the outcomes we will see in the end.  In the passage, Matthew draws the comparison between the foolish man who builds his house on a bed of sand and the story of the wise man who chooses a nice slab of solid stone as the foundation of his house. And then the storms came … can guess who made it? Towards Enlightenment It’s 2011 folks. Hi there! The economy is getting better and some business are even starting to hire again. And most of us are on Facebook. For business owners, social media isn’t just a fad anymore either. Hell, I’ll even go as far as to argue that it’s no longer a shiny new marketing trend, lending an excuse for young geeky professionals to call themselves gurus and ninjas. Don’t get me wrong. I’m a big fan of ninjas, but I really do think that we as a business community have matured past that. Defining social media is MUCH more simple these days — it’s a set of tools housed in the cloud that is causing humans (and businesses) to shift in terms of how they communicate with other humans (and businesses). So let the games begin then, ehh? I’d like to believe that in year 2011, we’ve moved way [...]

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Hello Customer – How Culture and Operating Policies Create a Wow Customer Experience

I was excited to meet my friend Artie for coffee on this morning. It had been a while since we last connected, and there was much catching up to be done. His suggested meeting spot of late was the same as our last get-together – a little place in German Village called Pistacia Vera. I showed up about 30 minutes early to get started on some blog posts, and upon entering the shop, I was greeted with a smile by a younger, friendly girl standing behind the counter. “Good morning,” she said. “Good morning. May I have a large coffee, please?” I responded, returning a half-sleepy smile. “Will you be dining with us this morning? Or is this to-go?” she asked. “I’m meeting a friend for coffee, so I’ll be here for a bit,” I replied. “Okay. Let me start you a tab then,” said the girl. Trust and the Wow Customer Experience A tab? Okay. That’s kind of cool. As I pulled out my wallet and went to hand her my debit card, she stopped me. “Oh, I don’t need that. You can just settle up when you’re finished.” For a brief moment I was shocked at the thought. Settle up when I’m finished? “Really?” I asked. She smiled, nodded and handed me a steaming cup of coffee. It’s not often that you get a tab at you local coffee shop. I’ve always thought tabs were convenient, and the whole idea has seemed to work well enough in bars. But tabs in a coffee shop? And a tab without the customer leaving a payment method at the counter? That’s something unexpected. Similar to the experience I had at DK Diner, Pistacia Vera’s operating policy on customer tabs makes one very important statement at the beginning of a customer relationship: Hello customer. You’re welcome here, and we trust [...]

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