Recently I had a customer experience that highlighted the impact of engaged employees on the customer experience. Having recently gotten into cycling I have been upgrading my bike as I progress. It was time to make the move to becoming a serious rider – get clipless pedals and shoes. My original cycling guru had left […]

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Customers exhibit a split personality when making purchase decisions. Most businesses, by playing primarily to the indifferent personality, encourage an adversarial relationship with the customer. Yet they bemoan the lack of customer loyalty. Furthermore, this approach contributes to brand and product indifference. When the engaged personality comes into play, desire replaces indifference. This can happen […]

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