A restaurateur recently approached me and asked, “How can I fake that I know a customer’s name? I have a thousand regulars in my restaurant each week and can’t possibly remember all of their names.” She was asking the wrong question. Any objective that involves faking out customers (or any
It is widely acknowledged that the number one reason customers quit doing business with a company is due to perceived indifference towards them as customers. When I ask audiences to describe what it feels like to be treated indifferently, I receive responses such as, “I feel unimportant” and “I feel
I recently received a review copy of The Energy Bus by Jon Gordon. It was a quick read consisting of 34 short chapters—some of which were only two pages long. The book relates a fictional story about George, a mid-level manager whose work and family life was in disarray before
The Greek philosopher, Plato, said, “Be kind, for everyone you meet is fighting a hard battle.” It’s true. No one is excluded from life’s challenges—whether these setbacks involve health, relationships, money, or some other dimension of our lives. There’s a tendency to see our own situation as unique—as if no
This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these obstacles in your own business? The tenth obstacle is missed opportunities. Two years ago, I wrote a
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
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
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