The Marketing Bureau

By FC Expert Blogger Howie Jacobson
First Published on www.fastcompany.com

Most of us are fantastic complainers. When someone doesn't meet our expectations, we let them know. We may even let their boss or mother know. There's nothing wrong with expecting excellence, and taking steps to get it. The problem is, we tend to take excellence--and thoughtfulness, and kindness, and joyfulness--for granted. Read more >>

By Stephen Howard

One of the foundations of my marketing advice to clients is the need for them to start having TLC. When I first raise this topic, most think I am referring to Tender Loving Care of customers (and the enlightened ones also extend this to employees). Now, while I'm all for treating customers with love and care, the TLC strategy I advocate stands for Think Like Customers. Read more >>

By Paul Gillin
First Published on www.btobonline.com

The manager of the Mansion on Peachtree hotel in Atlanta has it pretty good these days. The Mansion is the top-rated hotel in the city on TripAdvisor.com, with 163 reviews, nearly all of them five stars. The endorsement has enabled the Mansion to hold its premium prices and cut its acquisition costs. It's also got the staff hopping to maintain the coveted top position.  Read more >>

5 Best Practices Enabling Employees To Create One
By Haley Barrile
First Published on www.mycustomer.com    

Consultants can’t make your culture more customer-centric - only your people can. Frontline employees play a key role in managing and determining the quality of customer experiences. They work with customers every day and are the main points of contact for the relationships your customers have with your business. But empowering your frontline is easier said than done. Read more >>