From the category archives:

Customer Experience

Corporate Culture and Consistency

August 11, 2011

My husband, the love of my life, had brain surgery earlier this year. The anticipation, wondering if it was benign or cancerous (it was benign and he is almost fully recovered), praying that the neurosurgeon would not suddenly get the shakes, being in a hospital away from home and having no family nearby all added [...]

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Small Business Gift Giving

December 30, 2010

I visited a client the first week of December. I walked into his office and sitting on his desk were boxes of cookies, candy, pretzels and Harry and David. You know what he said to me? “I’ve got a ton of this stuff. Take whatever you want.” Stuff? Someone spent their hard earned money buying [...]

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Why I’m Shredding Your Business Card

November 22, 2010

First, let me just say I can’t believe I have to write this post. But it appears I must, so let’s get after it. I was at a networking event recently and received a bunch of business cards. See the woman in the picture? That’s me as I look at these cards on my desk. [...]

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Customer Immersion

November 5, 2010

My husband and I went to see a movie recently and in the middle of it a baby started screaming. Heads turned and a wave annoyance swept through the theater followed by the sounds of “Sheesh,” sighs and cursing. Have you ever stopped to consider why most of us find that so irritating? A lot [...]

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3 Reasons Why You Should Be Like Edward Cullen

June 9, 2010

My husband supervises mostly women and after work one day he asked me, “What is it about the Twilight movies?” I immediately thought about Edward in the first movie, desperate to save Bella’s life while struggling to control his thirst. I remembered when he told her she was everything he had searched for in 100 [...]

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Smores and Sales

April 19, 2010

This is a big week at Sanera as I’m starting a third Sanera Camp (small business boot camp) class in two days. As I’ve been preparing for it, the idea of customer experience is in all my thoughts. Last December, my friend and blogger, Michael Long, asked me to write about this very topic. Even [...]

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Is Your Cup Cracked

February 22, 2010

My husband loves Starbucks, a “Venti Carmel Macchiato upside down” to be exact; a drink for which he believed there could be no improvement. But then he was listening to a morning-drive radio program and the hosts described what it was like to drink their favorite Starbucks concoction from a mug, instead of the paper [...]

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