Let me toss an idea out to you: Business practices follow marketing practices. Illustrating this concept with an example will clarify what I mean: For some time now, marketing has been getting more and more targeted. “Hyper-local” marketing today is quite common, consequently hyper-local business practices need to follow suit. We are seeing this played […]
A friend is a ham radio operator and he remembers Radio Shack from the days when it was a paradise for electronic hobbyists. He told me that at one point he hadn’t been in a Radio Shack for several years, but when he did return he thought he had walked into some kind of oddly […]
It’s not if we will ever get a customer complaint. It’s when we’ll get that complaint. And some are worse than others. Recently I attended an amazing speech delivered by Dr. Jason Selk. It was based on his concept that he calls The Relentless Solution Focus or RSF. This is a concept he teaches professional […]
Customer momentum Over the last month or so I’ve received numerous requests for comments on what I see the trends being in customer service and experience over the next year. Sure, we can spot many trends from the way customers behave and react – or the way companies are delivering service. But, in the end, […]
A recent travel nightmare with American Airlines left me wondering how different the experience would be if the CEO of American Airlines had spent his formative years running a small business. Let me set the stage. My daughter flew home from college for a couple of days and two days before her return date a […]