I love customers. Honestly. I love talking to them. I love hearing from them. I love serving them. I believe that businesses ultimately exist to serve customers. I also believe that if each and every human were to ultimately take on the ideal that we were put on this Earth to serve others, we’d live […]
Measuring Employee Social Engagement
I’m willing to bet that at some point in 2014, we’ll see companies starting to track a new metric that measures the social engagement of their employees. Think about it. If you’re producing great content, shouldn’t your super passionate, all-in-it-for-the-company, rockstar employees be the first to share this great content on their social networks. What […]
Creating an Exceptional Customer Experience
People keep telling me how great the customer service is at Rivet & Sway. That’s awesome. We’ve emphasized delivering phenomenal customer service since Day 1, so it feels good to get that validation. But I prefer if people would use the term ‘customer experience’ instead of ‘customer service’. In my mind, the customer service function […]
The Therapy of Writing…and a weekly summary
In case you’ve missed it, I’m starting to blog….alot. When I started my first company, Platinum Concepts (aka MouseDriver), I’d blog all the time. Except that blogging didn’t really exist at the time…at least not like it does now. My blogging was pretty much me keeping notes in a Word document and then occasionally sending […]
The Family Entrepreneur
All entrepreneurs and small business owners need a support system. I don’t care who you are, where you come from, what you do, etc. starting a company without a support system is the equivalent of lining up for a field goal without a holder (I love sports). And for most folks around the world, that […]
How Quickly Are You Finding Your First Customers?
I’ve either founded or co-founded 3 companies and worked at 3 other early stage startups. I’ve made a bunch of mistakes along the way, most of which I learn from, some of which I tend to repeat. One mistake that I’ve made in the past that I see many company founders and CEO’s make repeatedly […]
How to Define and Use Paid, Owned and Earned Media
When you’re a strong marketer, you obsess about data. You can spend hours in Google Analytics (or another BI/Data platform) and Excel analyzing graphs, charts, correlations, growth rates, bounces, etc. And from what I’ve observed, most marketers will typically focus on channel results. That is, they’ll look at data from the perspective of a particular […]
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