The other night as my children gathered at the kitchen table for Brownies a la Mode, my daughter, Kennedy, became upset at her older brother for teasing her about something and began to cry. My wife tried to console her but she continued to cry. I then said to Kennedy,
This post is the ninth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The ninth obstacle is deception. Deception encompasses everything from the fine
In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of the University of Pennsylvania, defines customer centricity as “a strategy to fundamentally align a company’s products and services with the wants and needs of its
Have you ever been treated to a fine dining experience where the host hands you the wine list saying, “Why don’t you select the wine. Remember, it’s my treat.” As you scan the wine list, a bottle of Far Niente Cabernet Sauvignon catches your eye but at $200 a bottle,
In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of the University of Pennsylvania, defines customer centricity as “a strategy to fundamentally align a company’s products and services with the wants and needs of its
This post is the eighth in a series that will identify 10 different customer service obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The eighth obstacle is a lack of confidence in
Last week, I brought my car into Car Wash Express to remove the window paint my son had used over the weekend to decorate the car for his playoff football game. As I pulled up to the attendant’s station, I saw there were three different wash packages offered: $6 Basic
Have you ever enjoyed a bottle of wine at a restaurant and then, days or weeks later, could not recall the wine’s name? On occasion, to improve the odds of recalling the wine, I’ll either take a picture of the bottle with my phone, scrawl the wine’s name and year
This post is the seventh in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The seventh obstacle is a lack of clarity of purpose. A
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