We Mean Business Interview – Discussing the Power of G.L.U.E. to Win Customers

During a recent trip to DC I had the opportunity to be a guest on the TV show, “We Mean Business.” The show just aired on Channel 16 on MMC-TV.

Here is the conversation with Steve Dorfman from Driven to Excel:

Here are some of things we talked about:

  1. G.L.U.E. What does it stand for and how was it inspired?
  2. “GLUE” experience of a Target customer…
  3. You have another great story about Panera Bread …
  4. For those business owners who might be wondering, does this translate into dollars or is it just good will? Are the results quantifiable?
  5. Tell us about the role that employee engagement plays in all of this.
  6. What about the frontline employee who’d rather not give a little extra to that “rude” customer?
  7. You say that what we see as common sense is not always common practice. Why is that?
  8. You say that it’s all about reaching the hearts of our customers. Where does one begin, when it comes to developing this type of culture?
  9. Do you have a favorite interview question that helps to find a culture fit?
  10. Your background is in marketing – when and why did you pivot and niche?
  11. You say that nobody meets customer expectations?
  12. Some leaders are still of the belief that their employees should feel lucky just to have a job. What would you like to say to those leaders?

Today’s Lagniappe (a little something extra thrown in for good measure) – Here is Daniel Pink on We Mean Business talking about his most recent book, To Sell is Human. I just mentioned Dan in my latest blog post in Forbes about purpose.