Guest Post on Business Grow...

Tweet My good friend Mark Schaefer is featuring my post 8 Steps to help you reach the marketing gold on his blog today. Please take a stroll over there and check it...

The Changing Face of Marketing Firms...

Tweet A few weeks ago another partner of Bluegill and I spoke with a recent college graduate seeking one of those non-existent, executive level, no-experience, marketing jobs. She had a number of questions for us about the industry, and the opportunities that she might pursue while tracking down a job. Then she asked, “what does the agency look like in 2015?” Today, I blogged a response over on the Bluegill...

We’re All In the (Customer) Servic...

Tweet [wp_connect_like_button href="http://www.jeremyfloyd.com/?p=771" send_button="disabled" layout="standard" width="600" show_faces="enabled" verb="like" colorscheme="light" font="arial" ref="" /] Several months ago, I read Tony Hsieh’s Delivering Happiness. The words on the page were comfortable like slipping on a pair of broken-in house shoes. As I have transitioned in my career from a front-line customer contact to a consultant, I have met so many people that consider customer service to be...

Part II Tale of Two Travels...

Tweet Only one week after the American Eagle situation, I had an experience on a Delta flight from Atlanta to Knoxville that was truly remarkable. Image used via creative commons license via @kevinkluu After boarding the plane, my business partner and I were seated directly in front of the bulk head (the same seat as the other flight). The flight attendant leaned against the flight cabin door with perturbed demeanor. With each question, he would roll his eyes and say something under his breath like, “If...

Customer Service & The Tale of Two ...

Tweet We are all in the customer service business. Sometimes we don’t correctly identify our “customers,” but we are all in the customer service business nevertheless. In the course of the next three posts, I am going to tell two personal customer service stories, and in the third I’ll reflect on some of the principals that deliver a remarkable experience. First Story About three weeks ago, I was returning from Tijuana, Mexico where I spent a week with a group of about 10 guys working...

What Does ‘All In’ Look Like...

Tweet You’ve heard the phrase: “I’m all in.” It’s a poker reference; it means I’m betting all my chips on this hand because either it is so good (there’s no losing) or they’re playing the ultimate bluff. In life, however, being all in means that an idea is so powerful that you will make any sacrifice to protect it. I hear people say, “I’m all in” or “I’ve drank the Kool-aid” or “I’m sold out.” I assume that...

Do You Have Rights in Social Media?...

Tweet Have you seen this photo? Photo shared by @Stefmara Talk about being in the right place at the right time. On Monday, Stefanie Gordon snapped the pic while flying on Delta from NYC to Palm Beach, and when she landed she posted the picture to Twitter. The result? As of the time of writing this post, this TwitPic has viewed more than 450,000 views, and Stefanie has quadrupled her Twitter followers. The (well documented) problem is that Stefanie’s pic was picked up by MSM. Despite the promises to...

Friends Don’t Let Friends Abandon ...

Tweet Photo used under creative commons license by @lrargerich Today, I had lunch with one of my best friends, Mark Schaefer. Mark and I first met in 2008 after I direct messaged him through twitter suggesting that we meet for lunch. We met at Aubrey’s and let a lunch hour slip into the afternoon as we began telling our stories. Instantly, we were friends. Within weeks, we began working on several marketing projects together. Since then, about once a month, we meet at the home or away Aubrey’s to...

Obituary for my Father, J. Lewis Floyd...

Tweet J. Lewis Floyd, born June 4, 1934 in Harriman, TN, bravely and boldly bounded from the loving arms of his earthly family into welcoming arms of his heavenly family on November 29, 2010. Lew was a graduate of East High School in 1953 and Carson Newman College in 1958 where he was co-captain of the football team.  He married the love of his life Mary Frances (“Fran”) Gardner in 1958, and they began their international romance by serving the U.S. Army in Germany. In 1961, Lew joined the...

Keeping Up With My Own Shoes…...

Tweet You know the old proverb, “walk a mile in a man’s shoes before you judge them.” The longer I live, I believe my life is about really experiencing a handful proverbs–in excruciating detail. This season I’m learning something about humility. Photo by Kables I can’t recall faces in detail. The judgments aren’t vivid, but the hubris was real, palpable and now laughable. All I can remember is that a younger, pompous guy that looked a lot like me would say things...