It’s mailbag time — oh yeah! One of the perks of traveling so much is that I have a ton of cool stuff to open up when I get back.

So today I’m going to go through some of the promotional boxes I’ve been sent and show you...

Are your customers delighted with you? Hopefully! But there’s always room for improvement, right?

In this week’s Loyalty Loop I’m coming at you from right here in the middle of downtown Boston and we’re going to look at...

This week we’re going to break down exactly how to interrupt the consumer journey and create the perfect Loyalty Loop experience. And we're gonna do it with the help of a slinky... Yup, a slinky.

Who remembers when we mapped an entire...

How do your current clients and customers refer you? What do they actually say when they're recommending that someone work with you? Do you know?

How do your current clients and customers refer you? What do they...

Journey mapping is complicated but in this video, we’re going to break down an actual consumer journey.

Imagine that I’m a marketing person from a company called Proposify – a company that helps you create awesome-looking,...

What inspires us to buy?

Well, in last week’s episode of The Loyalty Loop, we talked about moments of inspiration.

There are actually three types of moments of inspiration, three big categories that send people on a journey they never...

In this recent blog, What is a marketing funnel and why don't they work, I railed against the marketing and sales funnel.

It's antiquated, it's old, it doesn't work, and a bunch of you, my loyal fans and followers and friends, asked me a ton of...

What's the difference between customer service and customer experience?

Whilst the answer is pretty simple, let's break it down so we truly understand where the nuances lie.

I filmed this episode of the #LoyaltyLoop from my garage. Why? Because...

I recently came across an amazing example of how one company gets better customer testimonials and reviews more often from more people.

It's elegantly simple and it's genius.

I'm sure you've ordered something from a third party seller on Amazon,...

Would you like more powerful reviews and testimonials from the people who use your products and services?

Often, there’s something missing from reviews and testimonials, and that’s emotion.

The reviews that are full of not just...