People thought I was crazy starting Rivet & Sway with a Design Team. Seriously, when I told potential investors that employee #3 and #4 would be a Creative Director and Graphics Designer, they just laughed. I needed a technologist as part of the Founding Team, not a designer. In fact, I recall receiving affirmation on […]
The Fallacy of Brand Building
I love creating and building new brands. There’s just something about creating something that truly invokes some kind of emotional reaction with a customer. Whether that customers is a consumer, a business, an agency, it doesn’t matter to me. The whole idea of just invoking that emotion, (ideally a positive, happy, incredibly delighted emotion), and […]
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 Value of Measuring Net Promoter Score
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 […]
Packaging’s Impact on the Customer Experience
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 […]
5 Marketing Predictions for 2014
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?
Why the customer experience matters and why CEO’s and marketers should care.
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