It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I’m also shocked when folks tell me that they know all about NPS but aren’t measuring it at their company. Really? NPS, along with other measures of social sentiment, is one of the best ways to […]
I’m a big fan of developing exceptional customer experiences. You know, the ones that cause you to take notice, to react in awe and ultimately, to tell the world about what you just saw. And I’m also a big believer in addressing the customer experience at every single opportunity in which a potential customer can […]
I’m no visionary savant, but I do feel like I’ve got a pretty good handle on most things related to marketing. The challenge of starting a company, any company, is that it forces you to balance your time between strategy and execution….which of course is one of the biggest challenges of any start-up CEO or […]
Why the customer experience matters and why CEO’s and marketers should care.
I’m not a huge believer in announcing funding events. Over the years, it seems as if more and more entrepreneurs, CEO’s and Founders associate a certain level of success to their companies raising money. In all honesty, raising money really doesn’t mean squat. Of course it gives you fuel to scale, build the team, dominate […]
I’ve always believed that when it comes to business, you’re either ‘making’ or ‘selling’. You’re either building a product or service, fixing it, or making it better for customers. Or you’re selling a product or service, driving awareness, acquiring customers or closing distribution deals. If you’re somehow caught between or don’t directly support one of […]
I would never recommend that anybody start a company without first doing market research. There are just way too many hair-brained ideas that seem good, but never find a solid, sustainable market. Before we launched Rivet & Sway, we spent most of our spare time (yes, after work and on the weekends) researching the eyewear […]