Can you be too engaging with your customer?

Near where I live in Connecticut there are two local wine stores, in both the staff are friendly, they are as knowledgeable about wine as I need them to be and they both recognize me when I come in. They sell pretty much the same selection of products that easily satisfy my wine preferences, there..

Localization – Do You Know the Dutch?

Late last year, I was on a business trip to do a keynote speech Amsterdam. Over dinner the night before I was asked a really interesting question – ‘Do you know the Dutch?’ Notice the ‘the’ in the question, I was not being asked if I knew the language, but if I knew the people,..

Onboard the Board at CMPros!

Last week I was proud to be voted onto the board at CM Pros, to join a pretty new board under the presidency of Scott Liewehr to take this respected community of practice organisation forward. It’s something we’ve been talking about for six months or so and  one look at the industry heavy weights that..