Archive for 'Customer Relationships'

First, Guitars; Now United Throws Passengers from Its Planes!

Posted on 20. Apr, 2017 by .

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Is this another comment on United Airlines’ poor handling of overbooked flight 3411 on Sunday, April 9?  Sorry, but yes.  As an observer of the customer experience; and as an occasional critic of United’s policies and practices; and having mentioned the ‘Dave Carroll story’ previously (click here for Carroll’s “United Breaks Guitars”), I couldn’t help [...]

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Rodolfo’s Pizza – Under New Management

Posted on 09. Jun, 2013 by .

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I’m always intrigued when I read such banners posted in the windows of businesses…  When a business changes hands, one would generally expect the new owner(s) to have invested in the business because of the business’s profitable performance and its assets.  One very compelling asset of an ongoing business is its following of loyal customers [...]

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The ‘Dawn’ of Relationship Marketing – Really?

Posted on 18. Apr, 2012 by .

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Earlier this year, in its January 2, 2012 issue, Advertising Age, the venerable “voice” of Madison Avenue proclaimed that we are now at the “dawn of the relationship era”.     The magazine reports that while chief marketing officers have for the past five years ‘talked the talk’ of consumers taking control, that it is now truly [...]

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Wishing You a Delightful Holiday!

Posted on 24. Dec, 2011 by .

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One discovery Tim Keiningham and I made a number of years ago, is that simply satisfying a customer isn’t enough to get that customer to become a truly loyal customer.  We based this finding on lots of observations and on several documented trials.  This is a unique perspective and isn’t fully understood throughout the customer [...]

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“It’s Nothing Personal…”, But It Sure Should Be!

Posted on 08. May, 2011 by .

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The Trump Apprentice TV programs proclaim in their opening credits, “It’s nothing personal, it’s just business!”  I find this statement personally offensive.  It contradicts everything I believe about how good businesses are built and prosper.  The fact that Donald Trump espouses this philosophy suggests his views are very different from my own.  To me most [...]

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Your Online Customer Community Could be Damaging Customer Loyalty!

Posted on 22. Apr, 2011 by .

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What an absurd thought you might be thinking.  Any online community is better than none! Over the past few years, the enormously popular social media have caught the attention of marketers – offering a new medium with which to listen to and interact with their customers.  With this ready access to customer feedback, companies appear [...]

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Michael Dell Doesn’t Care About Customers!

Posted on 05. May, 2010 by .

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The Soul of an Organization I believe the “heart and soul” of an organization is defined by the CEO’s personal core values – especially companies created by a visionary individual.  The ethics and behaviors that the CEO embraces permeate an organization through both formal procedures and indirectly through the culture.  If you accept this premise, [...]

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Wawa rules!

Posted on 14. Apr, 2010 by .

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Wawa gas stations and convenience stores offer a really good value in convenience food!  Scattered throughout the northeast corridor from their headquarters in Wawa, Pennsylvania, Wawa convenience stores offer a wide variety of prepared-to-order foods.  And that’s what stimulated this blog entry. I happen to be a big fan of their “built to order” breakfast [...]

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Detailers: Personal Calls Morph into Electronic Exchanges

Posted on 15. Mar, 2010 by .

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Who’s the Rep? I was in my doctor’s office this morning waiting the perfunctory hour.  To pass the time I always try to spot the pharma reps who are seated among us patients in the doctor’s reception.  But, unlike us patients, the pharma detailers are at least getting paid for waiting – though their frustration [...]

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