Blog

Pouring profits

Last month, a colleague and I had dinner at a Maine microbrewery. Being unfamiliar with its selection of microbrew beers, I ordered a beer flight from our server in order to sample the variety of ales available on tap. For the uninitiated, a beer flight is a selection of beers

February 7, 2012

Delighted customers will pay more

Why do executives tend to support instituting fees that they know will annoy customers and yet oppose investments in training and other processes that will improve the customer experience? Here’s a guess: Companies can begin assessing fees immediately and then add up the revenue generated at the end of the

August 25, 2010