Godiva has to have great looking products that stand on their own. They must, because if you take away the gorgeous packaging and the great looking products . . . the rest looks pretty bad. I was doing sales training for a large group of executives in Reading, Pennsylvania. I found out that Godiva has their chocolate plant in Reading and so I tried multiple times to connect with someone, anyone with in the Godiva organization. What I found out was that there is no way for you to talk to a real person at Godiva. No one returns your
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Paul Newman whoops up on James Bond
Maybe it is the blue eyes. The Customer Experience is so dependent on the dedication of those who deliver it. In a recent interview with Daniel Craig, the newest in the James Bond stars, he was reflecting back on some of his previous films. He was talking about working with Paul Newman in the 2002 film Road to Perdition. “The best thing I can say about Paul Newman was he worried about his craft and about what he was doing. He talked it through, and when he got it right it pleased him and when he got it wrong it
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Brainwashing of the Computer User
Apple, long studied for their marketing and advertising has another winner. Ah, those humorous PC versus Mac TV ads. I worked at the company that sold the first Apple computer in the country (serial # 11 by the way). Over the years I have advertised, marketed, sold, managed the sales of tens of billions of dollars of computers to corporations across the country. My first computer was a Mac. Since then I have had many many computers. Today I am amazed by the Apple marketing that says, “buy a Mac and the world will get simpler”. And people buy that.
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"It's a Funny World". . . .everybody says that . . .but no one is laughing
We think of the Customer Experience as those moments when something is being bought or sold. “Not so Kemo Sabe” Since employees give their support to management by continued work and contribution, savvy organizations understand that employee surveys and 360 performance reviews are a must. In the middle of all of this comes some recent research by Fabio Sala on boss/employee laughter. He found that the top performing leaders elicited three times more laughter from their subordinates than the average leaders did. What does this say. When people are having fun, can laugh at themselves and their environment; where
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