3 Lessons In Relationship Building From Your Hair Stylist

How many years have you been going to the same hair stylist? 1 year? 5 years? 10 years? If you’ve been going to the same stylist for 3 years or longer, allow me to ask—why? In all likelihood, it’s not just because they know your hair style preference. Yes. That is important. But its not[…]

needs vs wants

The Difference Between Customer Needs vs. Wants

Last week I decided the time had come for me to upgrade my iPhone SE to a newer model. Yes. I know. The iPhone SE is like owning a fossil today. But, the difference between me as a consumer and so many others who want the latest technology regardless of cost is that I always[…]

Kansas City Royals Kauffman Stadium

Kansas City Royals “WOW!” Their Fans

Last Thursday, March 28th, was the earliest opening day on record for the Kansas City Royals baseball club. It was also one of the coldest and wettest openers that I can remember as a KC native and Royals fan. As a matter of fact, the rain kept the Royals and their opponents, the Chicago White[…]

Five Best Times To Thank Your Customers

We’re all taught at a very young age the importance of being polite and saying, “thank you,” when someone has done something nice for us. That acknowledgement of gratitude becomes one of the first habits we learn as kids. Yet in business, saying “thank you” is so often forgotten or undervalued.   My wife, Deb,[…]

How To Convey Your Value And Worth To Wedding Couples

I originally wrote this article for a DJ publication a few years ago. What I’ve learned through my relationships with hundreds of wedding professionals from all segments of the industry, though, is that the frustration that often accompanies selling and conveying your value and worth is universal. The remedy is also universal as you’ll find[…]

Join Me In Orlando, FL, For the ArmDJs Conference Tour

I’m heading to Orlando, Florida on Tuesday, February 12th, 2019, to be the keynote speaker at the one-day stop of the ArmDJs conference. I’m also excited to deliver my brand new presentation “How To Speak Fluent “WOW!” – The Language of the High-Paying, Loyal, Raving Customers You Want to Work With Most.“ Much has been taught[…]

5 Ways To Deliver WOW Experiences That Breeds Brand Love

5 Ways To Deliver “WOW!” Customer Experiences That Breeds Brand Love

L-O-V-E. Countless songs, poetry, books, plays and movies have been written about love. And why not? Love is universal. And, as humans our want and need to be loved is just as strong as our need to love others. Love is rewarding. It’s comforting. It makes us feel valued, special, important and happy. Although it[…]

Company Culture Leaders Lead The Way

Company Culture | Leaders Lead The Way

A friend of mine told me a story about his wife and their 3-year old daughter, Emily, grocery shopping. As the story goes, Emily was riding in the kid seat of the cart that her mom was pushing. As they rounded the end of one aisle to make their way up another, Emily’s mom narrowly[…]

customer experience: one style does not suit all

Customer Experiences: One Style Does Not Suit All

A few weeks ago, I received an invitation from the Lee Jeans’ world headquarters in Kansas City to be a part of a focus group. It was a small group of about eight guys, varying in age from mid-twenties to mid-sixties, and we were asked to give our opinion on a new line of men’s[…]

Connecting With Customers Through Stories

The Value Of Connecting With Customers Through Stories

The foundation of the #CustomerExperience is a business’ ability to make an emotional connection with its customers. What better way to do that than through an emotionally engaging story? Enjoy this short video segment about the value of connecting with customers through stories from my Wedding MBA International Conference presentation, “Ever After: The Art Of[…]