The Importance of Luminosity in the Customer Experience

Every person, unit, and organization on the planet has a happiness laser. It is the amount of joy-filled light, energy, and attentiveness one concentrates on another. And, organizations whose happiness laser registers a high candlepower have a much greater emotional connection with the recipients of that light. “Candlepower” is largely an obsolete term but is still sometimes used to describe the luminous intensity of high-powered flashlights and spotlights. So, if the candlepower of customer experience was unbundled like the colors of the rainbow, what might it contain?… Read More»


The SCARY Side of Today’s Connected Customers

Customers today can be scary. Armed with the muscular reach of social media, they can use a negative tweet, scathing review or a snarky YouTube video to digitally “egg” your business. With expectations constantly rising, if you do not perpetually spruce up your “decorations” and the size of your “jack-o-lanterns,” you are asking for a commercial whoopin’. … Read More»

two businessman talking with cup telephone in computer via internet

#SocialLeader Chat: Social Listening: Blowing up the Barriers Between You and the Conversation

Social networks, both internal and external, are centers for conversation for employees across the workplace and for people across the marketplace. Such conversations provide a source of tremendous insight and value about brands and companies, enabling social leaders to connect with the pulse of their workforce and their marketplace…. Read More»

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