Author: Russ Moorehead

Understanding mountains of misery 0

Understanding mountains of misery

As we’ve discussed in previous conversations, ‘Moments of Misery’ happen when businesses fail to meet customer expectations. These moments decrease the lifetime value of current customers and potentially cost you new business because of...

Dry Cleaning Service Business 1

Customer potential equals lifetime value

In a perfect world, businesses would create moments of truth or magic… 100 percent of the time. Unfortunately, ‘stuff’ happens, and the best of intentions go sideways or upside down, even when we’re trying...

Moments of misery cause significant frustration. 0

Moment of Misery

I recently bought a bike trailer off craigslist. Yes… yes… yes… buyers beware! Generally, I’m very careful, but my mistake was to Google the individual to see if he was legitimate. He turned up...

Moment of magic in action 0

Moments of Magic

‘Moments of Magic’ happen when businesses find ways to exceed customer’s expectations. These moments increase the ‘lifetime value’ of current customers and attract new customers through positive word-of-mouth. Creating strategies to support ‘Moments of...

Creating moments of magic 0

What Kind of Moment Are You Having?

I recently read that we forget 75 percent of what we hear within 24 hours. Given those statistics, I’m fairly surprised I’ve held onto this Marketing information jewel I heard over twenty years ago....