It was Christmas Eve. I was at the local grocery store trying to pick-up last-minute items before the store closed at 6 PM. The lines were long and there were store employees everywhere, assisting customers. When a self-checkout counter opened, I quickly walked up, scanned...

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It was a tough evening one night as my flight back to Denver was delayed more than three hours. I realized I will now get home at 2 a.m. As I was going through all these thoughts, I got the following text message from the airline: “Here...

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I had just got to my car rental at the Dallas Airport and the moment I turned my ignition on, the message said “Service B Exceeded by 5100 mi”. Hmm. That did not sound good. I was not sure if I should drive the car for...

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I was back at Floyd’s for a haircut with my favorite stylist Dawn. (Click here to read how she became my favorite stylist). This was my first return visit and I was a little apprehensive if it will be as magical as the first visit.  Dawn...

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Your brand spends a lot on researching your customers and have created clear profiles of customer segments. You know what the segment members do when they are not visiting you and their choice of media. You know WHO they are and WHAT they do. But...

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How is your dating life going if you… Give out a reward card on your first date and after each date you punch a heart and offer a reward of carnations after 5 punches and roses after 10? For last-minute dates, you offer double points...

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How would you feel if you found out that your date was tracking where you go, what you do, and was found going through your credit card statements? You may feel that you are being STALKED. Shouldn’t your date simply pay attention to you and...

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Once you align your brand in the feeling business, it is important to quantify the value of positive feelings you are generating in your customers. Your customers always walk in with an anticipation and if you surprise them with something nice, it will start the...

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Every customer, every day walks into your store with anticipation. Everything you do or don’t do impacts your customers’ feelings and all the feelings blend to influence the customer’s relationship with your brand. Hence it is the Customer Feelings that defines your success. THE FIRST FEELING...

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