The California Condor, in 1987, was on the verge of extinction. Only 9 remained in the wild. A group of dedicated conservationists and scientists decided to capture those 9 birds and create a captive breeding program to bring them back. They are still around today, though struggling in the wild, but protected and nurtured by [...]

I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” “The first time the customer has a problem or [...]

I was lured into a new show on CBS last night after the Superbowl was over and the kids were tucked in. Undercover Boss debuted last night and it was surprisingly compelling. The idea is simple. A big-wig executive from a major corporation goes undercover for a week to experience what life is like for [...]

Over the last several days, I’ve been watching the Net Promoter Score conference #NPS2010 tweets and updates. (Not familiar with NPS? Check it out here.) Just the tweets themselves have been filled with insight and education, so I can only imagine how great the conference was! One well-tweeted bit of wisdom came from the Steve [...]

I was honored to be interviewed for B2BVoices – an excellent blog dedicated to “a meaningful conversation among PR pros, marketers and social media thought leaders in the B2B space.” It was a fun conversation. Let me know what you think – I’ve re-posted the interview in its entirety here. Listening & Responding to Customers: [...]