In my previous blog, Pouring profits, I posed the question: “How have you observed businesses capitalizing on (or forfeiting) opportunities to capture revenue and increase profit by offering customers enhanced service experiences?” While the post received a fair number of clicks, there have been no responses to my question. Undeterred,
I recall a story about Bill Marriott, Chairman and CEO of Marriott International, that illustrates the importance of timing. Every summer, there is a professional golf tournament in the Washington, D.C. area that draws spectators from miles around. Qualifying rounds for the tournament are held on the two consecutive weekends
I’m currently reading the book Smart Pricing by Jagmohan Raju and Z. John Zhang. Anything published by Wharton School Publishing has been thoroughly researched and applied in the real world of work—beyond the ivory tower of theory and abstraction often associated with academia. In the book’s introduction, the authors present
Earlier today, I stopped by one of those cookie specialty stores to pick up an order of one dozen cookies that had been decorated as pineapples. (In case you’re wondering, the pineapple serves as a symbol of hospitality and warm welcome.) As I’m preparing to pay, the clerk said, “So
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