Secret Service Systems

  “Hello, Mr. Thorpe”, may not be all that unusual in daily life but I think it is at a hotel you stay at 8 nights a year.  I serve on a few councils, boards and committees that meet in Minneapolis, MN.  So with participation in these organizations goes travel and...
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Do you know the Lifetime Value of your Customer?

Quite a few years ago I wanted my team members to know the magnitude of what our customers were really worth to us.  I decided to determine what the average guest spent in our business.  As I started the project, I quickly figured out that there were other factors...
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On Purpose Customer Experience by Don Thorpe

Most businesses spend a large amount of time setting up a business plan and then setting up protocol to check and recheck their progress against that plan. Most individuals spend a huge amount of time planning out their next vacation. From research to booking tickets,...
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The Emotion of a Brand

  What is a motorcycle?  Or better yet, what is a Harley Davidson Motorcycle?  I have experienced the emotional power of the HD brand through my father in law and family. My father in law at the age of 60 was diagnosed with prostate cancer, an extremely scary time for...
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Do you have Guests or Customers?

Growing up in a middle class family in Minnesota, I have many stories about the idiosyncrasies of my mother.  One of my favorites is her hand painted towels.  These towels were only put out when we were expecting “company” or guests.  They were...
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