Posts by John Moore

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Great Brands Help People Be Great

A core belief in our PASSION CONVERSATION book is the need to rewire a marketer’s brain to appreciate creating opportunities (online and offline) for the customers you serve to share their own stories. A lot of good can come out of encouraging people to talk about themselves, their lives, their hopes, and their accomplishments. Ultimately, […]

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Customer Service Starts when the Customer Experience Falls Apart

Canceling DirecTV and going with a competitor wasn’t on my to-do list when I moved last month. But that’s exactly what happened. After far too many crisscross conversations with different customer service reps telling me different things, I could not reward DirectTV with my continued loyalty. I will not bore you with all the gory […]

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A Goliath Can Become a David Again

Earlier this month I was talking with a regional franchise chain with aspirations to grow big… really BIG. But they want to grow BIG without losing their soul. Easier said than done. That conversation reminded me of the growth issue we faced at Starbucks in the late 1990s. At that time, Starbucks was fast approaching […]

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Inspiration for Changing Your Ways

It must have been the October 2000 issue of Fast Company where I first came across Bruce Mau’s Incomplete Manifesto for Growth. It rocked my world then and it still does today. Bruce Mau is a renowned designer and he founded a design shop that delivers transformative experiences. In 1998 he gave a presentation on […]

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