Rob Rush Articles

Culture - It's Not Just for Anthropologists Anymore - Click To Read Article
This article explores the elements that need to be in place to constitute a true corporate "culture" and laments the possible overuse of the term culture in business.

Make It Personal - Click To Read Article
How I learned to loosen the reins, take my own medicine and ensure that my employees and customers develop an emotional bond with my company. The author, a small business owner, describes how he was able to take the consulting principles that his firm expounds upon to external clients and turn them within to help his own company grow stronger. The lesson, as always, is that engaged, empowered employees will help a company grow more than any infusion of capital. The article is written in the first person.

Customer Loyalty – It’s All About the Experience, Stupid! - Click To Read Article
Article outlines how "Customer Experience Management" or CEM, can help a slick ad campaign...and an even slicker IT application to keep its eye on the prize - customer satisfaction and loyalty. How? By actually DELIVERING on those promised experiences!

Do “High Tech” and Hospitality Belong in the Same Sentence? - Click To Read Article
The author discusses how the dispensation of true hospitality is compromised by an over-reliance on technology.

Creating a Strong Internal Brand: You Can Take it to the Bank - Click To Read Article
Creating and nurturing a strong internal brand - and the employee engagement that it creates - seems to the overriding "secret sauce" shared by leading companies across industry sector. And these leaders have figured out that the strong internal brand doesn't simply result in a nice place to work - it has financial rewards as well.

Operationalizing the Brand - Aligning Promise with Reality - Click To Read Article
This articles discusses the importance of aligning your organization around the delivery of the desired brand experience, i.e., operationalizing the brand promise made publicly.

Renovation is a State of Mind - Click To Read Article
In the hotel industry, too often millions of dollars are invested in a physical renovation without any thought to "renovating" what truly has an impact on the guest experience - the people who interact with guests on a day-to-day basis. Rob Rush makes the compelling argument that when times are good and the money is flowing into renovations of the physical plant and capital improvements, one need pay equal attention to "renovating" the guest service delivery.

Sweet Emotion - Brands Look to Send the Consumer on an Emotional Roller Coaster - Click To Read Article
Rob Rush outlines the importance of creating an emotional connection with your customers and how best to go about "operationalizing" an emotional relationship between a brand/company and a customer.

Brand Management - Grateful Dead Style - Click To Read Article
This article makes the slightly whimsical argument for the Grateful Dead as the exemplar of brand management in the music industry and beyond.

Experience Innovation – The Next Generation - Click To Read Article
Rob Rush discusses the power of innnovation and how to be sure that you're innovations are providing real value to your brand and your customers. Don't innovate...for innovation's sake!

The Power of RealTime Electronic Customer Feedback - Click To Read Article
The author discusses the many and varied benefits of creating a real-time feedback loop between yourself and your customers, both for immediate operational issues and long-term strategy.

Put Your Money Where Your Metrics Are - Click To Read Article
The author discusses how to Link Customer Experience to Employee Evaluation, Rewards & Recognition Within A Culture of Accountability.

Consistency – the Key to Success - Click To Read Article
Author Rob Rush discusses how sometimes the consistent delivery of customer service or customer experience trumps the ability to deliver a "Wow." Before you can occasionally launch the long-ball with some regularity, you need to become a consistent singles hitter first.

You Call it Sales I Call it Service Lets Call the Whole Thing Off - Click To Read Article
The author dispells the notion that sales and service are separate functions, making the case that good service is all about growing the customer-company relationship by recognizing needs and meeting them. And in most instances, "growing" is a euphemism for "spending more," so selling really does become a service to the customer.

The Bygone Era of If You Build It They Will Come - Click To Read Article
The author discusses how companies in industries that have traditionally relied on being the only game in town (sports) or the "newest, nicest, biggest, best" (high end golf) have had to invest in a renewed focus on service and "customer experience" in order to differentiate themselves from the competition.

Everyone Has Problems…Do You Have Problem Solvers? - Click To Read Article
The author examines the value of recruiting, hiring and training front line employees who are equipped to think on their feet and respond to situations in order to mitigate the inevitable occurence of customer progblems. If you have the right people in the right positions, empowering them to act and act decisively is a key to customer engagement and loyalty.


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