This started me thinking how things would change if I started running my business as a professional speaker like the airlines…

– I would tell you when the speech will be scheduled, and you have to work your day around that.

– Finally, you will receive “points” for each presentation you book me to give to your organization. If you accumulate enough points, you can earn a free speech anywhere in the world. Given how full our calendar is, however, there is little likelihood that you will ever be able to use these points to receive the benefits that we “offer.”

With this approach, what do you believe the likelihood is that my organization will grow in customer loyalty and profitability?

…just noticed this quote on the web: “Forrester’s previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers’ plans for making additional purchases.”

Wow…imagine that! If you create Ultimate Customer Experiences (TM), customers come back purchase more from you! And, they do so repeatedly!

It’s amazing that I continue to receive messages saying that it “can’t be that simple.” Well…yes, it is. If you create Ultimate Customer Experiences for your customers and clients, they WILL become loyal…AND view your organization (and you) as distinct.

Here’s the catch — what is simple to understand can be breathtakingly difficult to execute. Therefore, you have to begin NOW to plan the specific action steps that will deliver UCE’s to your customers and prospects!

Will you start creating UCE’s…today?

And, while there are many lessons to be learned — I was taught a BIG one last night!

For our opening General Session, we were supposed to dress like we were going to a rock concert. So, I had a baseball cap on, worn jeans, and a flashy shirt featuring two Les Paul guitars! After the terrific program, a bunch of friends were standing in the bar and joking, when a familiar person approached. I knew I recognized him…but, given this convention with 3000 people and a couple or so drinks under my belt, I just could not place him.

“Hi, Scott,” he said, “I don’t know if you remember me, but…”

My mind was racing — who was this speaker?

“…you spoke for us in Bermuda for Nationwide Insurance!” He wasn’t a speaker…he was my CLIENT from one of the nation’s largest financial service companies! (And think of how I look at this moment!)

He’s a super guy –and was extraordinarily gracious as he explained he brought his family to New York for a Yankees game and to visit — and he was understanding of my attire. HOWEVER, it taught me (again) a VERY important lesson…no matter what you do — or where you are — you are ALWAYS on stage!

What impression would you make on YOUR clients if you didn’t know they were watching?

and just downloaded a program on my iPhone that allows me to blog from it!

What an amazing world we are in where you can send your latest thoughts to your 8000 or so closest friends (currently subscribed to our blog) immediately!

How instantly connected are YOU to those who matter most to your business?

Here’s a scary thought…do you even know WHO those customers are??

(By the way…I PROMISE my eyes are just closed in this picture…and we split ONE drink!!)

It’s the second largest annual sporting event (in terms of attendance) in the world — it only trails the Indianapolis 500. Almost 250,000 spectators filled the Speedway to watch their stock car heros. (As usual, I’m cheering for Tony Stewart! I’ve been acquainted with Tony and his family since his high school days in Columbus, Indiana — and he’s hosted me at several events. This is when I stood next to him at the Las Vegas Race…the picture is taken from FOX Sports as they were playing the National Anthem.)

The problem with this year’s race was the tires from Goodyear were shredding after only a few laps, causing a major safety hazard for the drivers. So…they would run about ten laps, a yellow flag would come out as a precautionary measure…everyone would head to the pits to change tires…they’d run ten more laps…and do it all over again! It was a HORRIBLE event!

So…who’s to blame? And…here’s where the lesson comes in…

Goodyear says…”We don’t have an answer.” NASCAR says…”There are lots of unanswered questions.”

What bothers me about these answers is that there are NO commitments to make it right to the fans…the customers…who traveled for miles, sat in long lines, endured a slow, boring race — and spent big bucks in a tight economy to do so!

The only good answer comes from Tony George, the Speedway’s owner, who said — for the good of the fans — it “requires actually spending the time and effort to do something about it.”

Our customers want us to GET it right…NOT just try to MAKE it right!

However, when an unexpected situation creates disappointment, they count on us to go to the mat to try to recover on their behalf. Here, it sure seems as though Goodyear and NASCAR are falling far short of that standard.

How are YOU doing in this regard?

Are You Guilty? The Unconscious Goof that Can Hurt Your Credibility
by Patricia Fripp, CSP, CPAE

You may not have noticed it yet, but once you do, you’ll have fun spotting examples everywhere. Some of your friends and associates are guilty. The blight has invaded television, newspapers, and magazines. It crosses all professions and levels of education. Recently, I counted dozens of examples at a 4-day meeting with some of the most brilliant and successful professional speakers and consultants in the U.S.

Even you may be doing it!

What is this Crime Against Credibility?

It’s a single, suddenly-popular buzzword that makes me feel like fingernails screeching on a blackboard every time I hear it. It’s “stuff.”

Even communication experts are guilty. I maintain that professional speakers, coaches, and consultants are paid for their lifetime knowledge, innovative ideas, leading-edge strategies, and, most important of all, their eloquence in putting their ideas across to their audiences. Yet, I overhear these communicators saying to each other, “The group loved my stuff” or “I gave them my best stuff.”

Even worse is “and stuff.” Some individuals don’t seem to know that a period at the end of a sentence is a great way to stop. I’ve heard, “This will decrease absenteeism and stuff” and “We had a great conversation and stuff.”

In Shakespeare’s time, “stuff” meant woven cloth - “such stuff as dreams are made on.” It has come to mean “miscellaneous” and even acquired the negative connotation of junk, debris, or rubbish. Surely, you don’t want to clutter your speaking with rubbish?

The worst thing about “stuff” is that it is not specific! As my associate David Palmer has programmed me to think, “Specificity builds credibility.” Each time one of my speaking clients says “stuff,” I ask what exactly they mean to say. Some are amazed at how often they use the word, even people with PhD’s. Yet, their education isn’t obvious in their language because of that one useless and irritating word. If you’re asking yourself what difference could it make, I’ll tell you. It makes a huge difference. You get hired because what you say sounds like it is worth paying for. Language that is fuzzy, clumsy, and unclear destroys your credibility and your claim to professionalism. You might as well be delivering your message in Valley-Girl speak, grinding your toe in the rug and murmuring, “Whatever-.”

Your audience of one or a thousand deserves clear, forceful, and specific language. Toss out all that meaningless “stuff” and show them what a professional you are.

It’s not the fault of the front-line people, as I’ve noted in this blog very frequently. If there is any company’s management that does NOT know “What Customers REALLY Want” — it’s UA.

Check out this link for more from an travel expert…

I’m going to need a second mortgage….