Author Archive

Why It’s More Important than Ever to Create Exceptional Customer Experiences

One of my favorite bloggers and authors, Brian Solis, recently wrote a book, [What’s the Future] of Business: Changing the Way Businesses Create Experiences. For those of you who may not know Brian Solis, he’s a [really smart] digital analyst, sociologist, and futurist who is globally recognized as one of the most prominent thought leaders in new media. For the social media gurus out there, he has 179K+ Twitter followers and 23K+ “likes” on Facebook. That’s pretty impressive.

Brian’s latest book is a fascinating read about how businesses need to “start creating and nurturing incredible and shareable experiences for your customers from the moment your brand touches them.” He boldly states, “The future of your business depends on it.” Of course, much of Brian’s work relates to what many of us in the government contracting world refer to as the “commercial sector” – that whole body of business outside the federal government.

However, I couldn’t help but think about how the government services industry could benefit from his approaches to customer experience. He asks, “Is your company equipped to change with your customers? Is it ready and able to create meaningful experiences that keep them hooked? If not, it’s time to recognize how customers are not only changing but also how they’re sharing experiences about you and your competition.”

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Ron Brown Way

Ron Brown Way

I can’t let April go by without remembering someone who was a major influence in my life.  For the last 17 years, I remember April 3, 1996 as if it was yesterday.  That’s the day when the late Commerce Secretary Ron Brown and 34 other people – 11 Commerce employees, many of whom were close friends – died in a tragic plane crash near Dubrovnik, Croatia.

I still remember what I was doing on that day.  I was in my office at the Small Business Administration talking on the phone to my friend, Dan McLaughlin, who had spoken earlier that day to Lawry Payne, one of the 34 people who died in that tragic plane crash.  Dan, Lawry and I worked closely together at the Commerce Department when we served in the Clinton Administration.  Lawry was one of a kind.  He was smart, ambitious, kind and incredibly talented.  While Dan and I were talking on the phone, we both heard a breaking story about a plane crash in Croatia.  We quickly ended our conversation and headed to the closest TV.  Read More

“We’re in Business to Help Change Lives”

“We’re in Business to Help Change Lives.” That’s the first thing you see when you click on “Our Movement” page on TOMS website. Underneath this bold statement, it gets even better:

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