The Pragmatic Strategist

Why Customer Service Matters

Many people don’t think about it specifically, but know it intuitively: if you want good customer service, skip the big guys and go to a small company. In Small Business’ Competitive Advantage, I discuss that Customer Service is the magical pixie dust for small business. Think about your normal daily experience: if you need to [...]

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Qualities of a Great Speaker – Connecting with the Audience

The last speaking quality I want to cover in my series on what makes a quality public speaker is the ability of a speaker to connect with their audience. There are thousands of ways to do this, and how a speaker goes about it will often be dictated by a combination of their content (as [...]

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Qualities of a Great Speaker – Authenticity

In my original blog post on this topic, the second quality I listed as being necessary in a great speaker is authenticity. Authenticity is difficult to quantify, but we know it when we see it. And when it comes to a speaker, it makes a huge difference in how we view what they say. A [...]

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Strength, Courage and Wisdom

It’s probably a weird thing for a vocal atheist to quote, but there is something about the famous prayer that has been resonating with me more and more lately. Well, maybe not the “God” part of it, but the recognition part. Grant me strength to accept the things that I can’t change, the courage to [...]

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The 1st Birthday of a Unique Corporate Blog – The Connection Cafe

A year ago, Austin-based Convio launched a company blog: Connection Cafe. Unlike so many other company blogs, Convio decided to take a slightly different approach with the hope of gaining slightly different results. While many organizations opt for a CEO blog — particularly companies with in-demand CEO’s, like Convio’s Gene Austin — or a blog [...]

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Three Questions to Ask (& Answer!) Before Starting a Customer Blog

In a recent conversation with a friend, we were discussing corporate blogging efforts to engage existing customers. After reading Joshua-Michele Ross‘ post recently, on the Wells Fargo/Wachovia merger blog, I was excited to see yet one more company prepare to engage customers in this forum. That is, until we started talking in more detail. It [...]

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The Difference Between ‘An Opportunist’ and ‘A Great Brand’

There may be no more pervasive and unsavory cliché about lawyers than ‘the ambulance chaser.’ The lawyer who follows an emergency medical team to the scene of an accident for the express purpose of leeching off the pain and misery of others – for the less-than-noble reason of making money – is generally regarded as [...]

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