An old-timer in my community made an interesting observation. “Scott,” he said as we reminisced, “it used to be that there were two restaurants here in Crothersville. Not only did the food taste different at Ted’s Restaurant than at Kern’s Grill, but they just felt different. Each was a reflection...

Currently, I am working on a new keynote speech and project that I’m calling “The Customer Algorithm.” The idea came to me as I was driving a rental car from Tucson to Phoenix. Construction on the Interstate had traffic at a standstill, and I was likely going to miss my flight. This raised the possi...

If you’ve followed my work for any period, you know that my research and focus is on creating distinction. It’s usually assumed that I’m targeting organizations and how they can generate a marketplace advantage. However, creating distinction is essential for individual professionals seeking to sta...

You know that in today's business landscape is more competitive than ever. This means that providing an exceptional level of customer experience is more crucial than ever, too!

While the specific needs and expectations of customers may vary depending on your industry and context, here are six ...

• What happens when your business slows down?
• What do you do when you find yourself in a downturn?

No one enjoys this situation – and often, the result is that we start marketing obsessively, creating an appearance of desperation for business. Ironically, no prospect or previous client is attr...

One common theme I've observed among successful organizations—from those directed by young entrepreneurs to major corporations to highly distinctive educational institutions—is their ability to differentiate themselves from their competitors.

From Apple to High Point University, from LPL Financial ...