Loyalty is an emotional connection. It’s not the same thing as retention. Retention and satisfaction will fool you into believing you’ve got a good thing going with your customer (or employee), until you don’t.

 Funny Little Thing about Love

Funny thing about the human brain. Functional MRI imaging tells us that when we look at a photo of someone we love it activates the same parts of the brain as when we look at a logo of a brand to which we’re loyal.   What?  Loyalty is an emotional connection. It’s not the same thing as…

So the big problem we face now – in the medical system as well as in the business world (and perhaps in our own lives) is no longer ignorance but ineptitude.

Is it Ignorance or Ineptitude?

Think back to when you were “PG” – Pre-Google. Back then, most people lived just fine happily not knowing what they didn’t know. It’s a different world today. Ineptitude   With a world of information at your fingertips, whether you’re wondering how to make a flawless soufflé, manage your blood pressure without drugs or create the…

There’s an old saying that goes, “Customers don’t care how much you know until they know how much you CARE” .  When your entire team sees the main thing as creating authentic relationships with everyone you touch in business – with energy, enthusiasm and empathy – it will give you a “leg up” on the competition. Caring companies know what matters to employees and customers and they focus on the things that matter most.

The Main Thing..

…Is to keep the main thing the main thing.   When my daughter lived in Santa Barbara CA, my preferred mode of transport from the LA airport to her home and back again was to take the Santa Barbara Airbus.   Once the driver picked up the last passenger he would stand in the middle…

The human body functions best when it’s positive. Period. Now that we know that – science has proved that it’s true – it’s easy to see that when you leave your employees and customers feeling happy (and maybe even loved) you’ve made a deposit in an emotional bank account that over time compounds, grows larger and actually makes your business easier to grow. Human beings crave appreciation (In fact William James once said the deepest human need is that for appreciation.) While we have set aside one day a year –Valentine’s Day- to celebrate love – I think in light of all that is going on in the world today, we might just consider doing that a little more often!

What’s LOVE got to do with it?

Ever find yourself walking out of a restaurant or movie saying, “I loved it”?   Ever say, “I love my mechanic”, “I love my hair cutter” or “I love my car”? Ever find a place in nature that makes you feel so connected that when you think of it, you actually feel how much you love the place?…