When our customers complain, we turn the other way and call them ignorant or, worst still, idiots. In reality, most customers don't complain. They take their business elsewhere. New customer acquisition costs about 5 times more than retaining an … [Read more...]
Delight The Customer
September 22, 2014 by
You delight the customer when you do the unexpected. Focus on the details. Sweat the little stuff. Under-promise and over-deliver. The truth of the matter is that any company can improve service by almost 80 percent with existing resources. Are … [Read more...]
Simple is Better
August 25, 2014 by
We have a penchant for making simple things complex. We assume that complex technology, processes, and business models make us smarter and differentiate us in the market place. Good business is about simplifying things for your customer. As … [Read more...]
Brilliant Marketing, Human Cause
August 18, 2014 by
The ice bucket challenge that is going viral on social media is the brain child of Peter Frates, a 29-year-old baseball captain who was recently diagnosed with ALS — commonly known as Lou Gehrig's disease. Building awareness, raising money, and … [Read more...]
