by Chuck McKay | Jun 8, 2005 | Uncategorized
The Big Lie. A simple concept. Make a statement. Repeat it. Repeat it until people accept it as true.Only one thing wrong with The Big Lie. It doesn’t work.Its been tried by governments, and advertisers, and employers, and spouses. The Big Lie doesn’t make people...
by Chuck McKay | May 24, 2005 | Customer Focus, Retention, and Evangelism
In Love And Indifference, Part 1 we learned that there are actually three groups of customers that do business with you, and they can be sorted by their personal experience with your company. You’ll find those whom you’ve thrilled with your customer...
by Chuck McKay | May 21, 2005 | Customer Focus, Retention, and Evangelism
I had just posted Love And Indifference, when two oddly-related things happened. First, my copy of Mike Dandridge’s book, Thinking Outside The Bulb, The Art of Creating an Amazing Customer Experience, arrived in the mail. In chapter 48 of Thinking Outside The Bulb,...
by Chuck McKay | May 18, 2005 | Uncategorized
We all carry around fragments of things we almost remember. For instance, I can just about recall a statement David Ogilvy made in the late 70’s. I’ve been a fan of Ogilvy since I happened across a copy of Confessions Of An Advertising Man in Bismarck,...
by Chuck McKay | May 9, 2005 | Customer Focus, Retention, and Evangelism
You’ve heard it said that when you please a customer she’ll tell an average of three other people, but when you disappoint her she’ll tell twenty. It’s not true. You may have even heard me say it. Sorry. It wasn’t true then, either. Oh,...
