Why Your Customer Experience Matters
Wednesday, 07 April 2021
The customer is always right. Right? Maybe they aren’t always right, but the customer-centric perspective is crucial when making changes to your business. Measuring decisions against the customer experience quality metric will help ensure that you are providing a positive interaction. Even though I am what most people would call a “techie,” I am still
Planning for Uncertainty
Tuesday, 24 March 2020
Outside of the wine and the business advisory world, I spend a large chunk of time as a first responder; specifically, I am a member of El Paso County (Colorado) Search and Rescue (www.EPCSAR.org). As part of my training with EPCSAR, I took FEMA’s intro courses for emergency management. FEMA adopted an emergency management system
- Published in BARCS
The Generation Gap
Wednesday, 02 August 2017
On my usual morning browse through Facebook, I came across a post linking to the Gray Report, written by W. Blake Gray, the self-proclaimed “Best Blogger/Online Wine Writer (in the World!)”, in which he opines on digital marketing in the wine world. After reading the report, I had the feeling (as did the wine industry leader
- Published in Marketing
Free Money!
Tuesday, 02 August 2016
As of the very second that I am typing this story there have been 333,920,235 tweets posted today. Since I wrote the previous sentence, there have been another couple of hundred thousand tweets. Check it out for yourself, here. There are (as of July) 8,796 photos uploaded every second from over 200 million users on SnapChat. 30%
- Published in Marketing
DTC FTW
Friday, 27 May 2016
I want to start by saying that I love Vin65. They have been quietly spearheading the revolution in DTC (direct-to-consumer) wine sales in the face of giants like Amazon and doing it in a hugely innovative way, namely through decentralization. Unlike Amazon that continues to centralize by buying fleets of trucks to preform their own last mile delivery services or fleets of planes to