“The performance begins long before the show starts.”

what happened to our world?

our world has been flipped upside-down, how fast are things changing? a story from jeremiah owyang…

we don’t need a taxi

we don’t need to

stay at a hotel

we don’t have to go to a

restaurant

wanna start a

business?

we don’t need to go to a

bank for financing

you don’t need to hire

people

you don’t need a building or pay for an entire

office

our world has

changed

brand: a widely held set of

believes and expectations of what you deliver

and how you deliver it, validated by customer experiences

what is your

brand? "

what’s the most

powerful "form of

marketing?

word-of-mouth

you can’t change your “brand” "

your brand is a direct reflection of your culture. to improve your brand

you must improve your culture.

what is customer service in 2013?

I.  smile II.  use reciprocity III.  it’s always the little things IV.  no one loves a company V.  create ‘wow’ moments

I. smile

II. reciprocity

caring more is a strategy

III. it’s always the little things

IV. No one loves a company, people love

people.

treat everyone like they were jay-z

v. create ‘wow’ moments

I.  smile II.  use reciprocity III.  it’s always the little things IV.  no one loves a company V.  create ‘wow’ moments

have you made someone feel

awesome today?

@jephmaystruck "www.strategylab.ca "

jephmaystruck.com"

have you made someone feel

awesome today?