Tag Archives: appreciating customers

Audi is Driving Me Away!

Posted on 16. May, 2011 by .

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I’ve driven Audi automobiles for almost as long as I’ve been writing about customer relationships.  But this parallel is, at best, troubling.  You see Audi isn’t a very good practitioner of CRM and I’m passionate about CRM.  I know I should “vote with my dollars” and abandon the marque, but I do like the engineering [...]

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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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Customers Aren’t Equal – Don’t Offer Them Equal Benefits!

Posted on 21. Oct, 2010 by .

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Misguided Loyalty Programs In most developed countries there is a basic cultural value which recognizes the unquestioned equality of all people – requiring they all be treated with equal respect.  Egalitarianism is a popular political doctrine and a social philosophy.  But when it comes to running a business, egalitaristic principles shouldn’t prevail!  If a business [...]

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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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Buying Back Customers

Posted on 03. Mar, 2010 by .

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I’ve often said that businesspeople regularly fail to appreciate customers until they lose them.  Suggest spending money on a customer retention program and businesspeople will find every reason not to.  Yet, when a customer defects, they’ll eagerly throw money at the defecting customer in an attempt to win them back – even when they may [...]

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Pricing to Preserve Customer Relationships

Posted on 05. May, 2009 by .

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I just returned from NASCAR at the Richmond International Raceway.  What a blast! Most entertainment and sports events industries appear oblivious to the current recession, having continued to raise admission prices to stratospheric levels.  Not so NASCAR.  The Association has adopted a more realistic pricing strategy.  President of RIR, Doug Fritz explains it this way, [...]

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