Customer-First Conversations

Women in Innovation: The Labor Day Triumph of Diana Nyad

[fa icon="calendar'] Sat, Sep 07, 2013 / by David Dallaire posted in Leadership, Women in Inovation

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Taking Inspiration From Those Who Already Made It Happen

The amazing achievement of Diana Nyad this week is a great reminder during our Labor Day holiday last week that inspiration comes from many places. Completing the 110 mile swim (110 miles!?!) on her fifth and final try, she is both an inspiration and model for persistence for men and women alike (see the full story of her finish here).

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Fear-Free Claim Handling is a Customer-First Marketing Tactic

[fa icon="calendar'] Mon, Aug 05, 2013 / by David Dallaire posted in Leadership, Customer-first

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Never Fear a Complaint

One very practical technique a company can use to build a stronger customer culture is to start with your handling of complaints. In most businesses complaints are used in a negative manner. Someone must have made a mistake, someone needs to be accountable or blamed. Someone needs to apologize, etc. Not an uncommon approach to handling mistakes where fear is part of the management toolbox.

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The Post-Marathon Tragedy Dunkin' Donuts Campaign You Won't See

[fa icon="calendar'] Mon, Apr 22, 2013 / by David Dallaire posted in Communication Strategy, Leadership, Brand

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“Dunkin’ – The “No Holes Barred” Donut Trusted by Homeland Security"

“Dunkin’ Coffee and Donuts– A Joint Task Force That Gets The Job Done” 

“Dunkin’, The Only Coffee With a Security Clearance”

“Dunkin’ – First Caffeinators for First Responders…” 

When "Opportunities" Are Not That At All...

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Why Your Business Doesn't Need A CMO

[fa icon="calendar'] Mon, Jul 30, 2012 / by David Dallaire posted in Leadership, Management

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The Trouble With C-Suite Titles

With no offense to my CMO friends out there, the corporate world has a problem with defining your role and understanding how to generate the most benefit from creating it. While valid discussions are going on in regards to the value of many of the new C-Suite titles out there over the last twenty years, I often find myself perplexed by the lack of discussion on the role of "Chief Marketing Officer" common in businesses big and small (and without a doubt, if you run across a company with a "Chief Ninja" or "Chief Customer Magic Officer", turn and head for the hills without hesitating to even receive a business card).

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The "Customer-Worst" Business - Why Pricing Software Is Not For You.

[fa icon="calendar'] Tue, Jul 03, 2012 / by David Dallaire posted in Marketing Strategy, Leadership, Customer Centric, Customer-first

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It's Not Easy Being Cool...

Anyone paying attention to the news this last week may have seen the blurb that some Orbitz users discovered that those among them who were Mac users were being charged higher prices than their PC-using brethren. In what can only be described as a shameless and cynical technique to exploit customers by making assumptions about their sensitivity to pricing, Orbitz has shown a special kind of disdain for its customers in an age where many of us still wrongly assume that the businesses we patronize are constantly looking for ways to keep our loyalty. Oops.

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The "Execution" of Good Strategic Planning - Be Your Own Client

[fa icon="calendar'] Mon, May 07, 2012 / by David Dallaire posted in David Dallaire, Leadership, Strategic Planning, Fennec Consulting, Execution, Planning, Seattle Consultant

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This week we're taking the easy road to writing - by re-publishing a piece I provided as a guest blogger two weeks ago for Earl Bell of Island Crest Financial (with an original section added for today). Like me, Earl is a business strategist but with a great deal of experience in the financial side of things. You'll find Earl to be a great resource and someone I find very easy to work with.  Now, for today's post, let's get back to planning:

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"Mad Men" or "Mad Scientists"? Re-Thinking Ad Agencies - Part II

[fa icon="calendar'] Wed, Mar 21, 2012 / by David Dallaire posted in David Dallaire, Leadership, Innovation, Fennec Consulting, Ad Agency Model

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Inspired by a recent client question about the need for a new agency model, yesterday in Part I we delved into the changes going on in the world that have been responsible for driving new types of innovation in the agency business. Today, we'll look at some of the innovative things going on out there that impressed me during my recent visits with seven different agencies from Tokyo, Boston and Seattle.

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Storytelling as "The Fabric of Society"

[fa icon="calendar'] Tue, Feb 21, 2012 / by David Dallaire posted in Leadership, Storytelling, Entrepreneur

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I had the privilege last night of attending a talk given by Hollywood veteran and long-time Seattle resident Tom Skerritt (Profile, Filmography) at a monthly meeting of The Executive Network of Seattle (see TENS). The theme of his talk was about "storytelling", and during the evening he had some very relevant lessons to share.

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